Hire a Remote Gorgias Customer Support Agent
A full-time remote support agent fluent in Gorgias macros, triage rules, Shopify integration, and multi-channel DTC workflow. Managed by Teckas, works in your time zone, from $1,200 per month all-inclusive.
What a Gorgias Customer Support Agent Does
A Gorgias customer support agent is a dedicated remote CX teammate who lives inside your Gorgias helpdesk, replying to email, live chat, Instagram and Facebook DMs, and SMS tickets as they land. For a DTC Shopify brand, this is the single most customer-visible role on your team. Every reply shapes LTV, review sentiment, and refund rate. Hiring a skilled Gorgias agent is not the same as hiring a generic VA, because the difference between a trained Gorgias agent and an untrained one is measured in first-response time, macro accuracy, and how many tickets auto-resolve without touching a human.
The agents Teckas places already know the shape of Gorgias: they use keyboard shortcuts, open the Shopify sidebar from the ticket, apply the right macro for the intent, tag for reporting, and escalate anything that needs a human second set of eyes. You are not paying someone to learn your helpdesk.
Core Workflows Your Gorgias Agent Owns
- Answering email, live chat, SMS, and social DM tickets inside Gorgias
- Using macros and auto-responses for shipping updates, returns, and FAQ questions
- Looking up order status, tracking, and fulfillment directly from the Shopify sidebar
- Issuing refunds, store credit, replacements, and cancellations per your policy
- Handling WISMO (where is my order) tickets at scale
- Processing returns through Loop, AfterShip Returns, or Happy Returns
- Escalating damaged-on-arrival, lost package, and chargeback cases to a senior agent
- Tagging tickets for reporting and VOC analysis
- Maintaining the macro library as product, shipping, and policy details change
- Running CSAT surveys and flagging detractors for proactive outreach
- Pulling weekly volume, first-response, and resolution-time reports for the CX manager
Gorgias-Specific Skills They Bring
We place agents who have hands-on, production-level time inside Gorgias, not agents who just list it on a resume. Expect fluency in:
- Macros and variables including dynamic variables, conditional macros, and multi-step macros
- Rules and triage for auto-tagging, auto-responding, and routing by intent and channel
- Shopify integration for refunds, order edits, cancellation, and LTV lookup from the sidebar
- Intent detection and AI autoresponders where enabled
- Multi-store and multi-brand configurations if you run more than one Shopify store
- Views and assignments so tickets land with the right agent on the right shift
- Gorgias Statistics and reporting for CSAT, first response time, and resolution time
- Self-service and Help Center configuration for deflection
- Integrations with Recharge, Loop, ShipBob, Yotpo, Klaviyo, and Postscript
Related Tools They Can Work With
A DTC CX seat never lives in one tool. Our Gorgias agents are comfortable inside the wider Shopify stack:
- Shopify and Shopify Plus for order lookup, refunds, and store credit
- Recharge, Bold, and Skio for subscription cancellation and swap workflows
- Loop Returns, AfterShip Returns, and ReturnLogic for returns triage
- ShipStation, ShipBob, and ShipHero for fulfillment status and address changes
- Klaviyo, Postscript, and Attentive for list hygiene and unsubscribe handling
- Yotpo, Okendo, and Judge.me for review moderation
- Slack, Notion, and Loom for internal collaboration
Cost: Local Gorgias Agent vs Teckas
US-based ecommerce CX agents with Gorgias experience typically list on Indeed and Glassdoor in the $42,000 to $58,000 annual salary range, which translates to roughly $3,500 to $4,800 per month before payroll tax and benefits. A managed Teckas Gorgias agent delivers the same output at a fraction of the fully loaded cost.
| Local US Gorgias Agent | Teckas Remote Agent | |
|---|---|---|
| Monthly cost | $4,000 - $5,200+ | From $1,200 |
| Benefits and payroll tax | You pay | Included |
| Gorgias training | Weeks on your time | Pre-trained |
| Peak-season surge cover | Overtime | Add-on seat |
| Recruiting and HR | You handle | We handle |
| Contract | 12+ months typical | Month-to-month |
How to Hire a Gorgias Agent Through Teckas
- Book a discovery call. We learn your brand tone, ticket volume, channel mix, refund policy, and macro library.
- Interview shortlisted candidates. Within 5 to 7 business days you review 2 to 4 Gorgias-experienced agents matched to your brand. You pick your favorite.
- Onboard and go live. We handle HR, payroll, equipment, and Gorgias seat setup. Your agent shadows live tickets for week one, handles them under review in week two, and is live on SLA by week three.
Keep Your CSAT Above 95 Percent
A trained Gorgias agent can take your first-response time from hours to minutes and keep refund rates in check.
Talk to Teckas →Why DTC Brands Choose Teckas for Gorgias Agents
Teckas is a managed remote staffing company, not a BPO and not a freelance marketplace. Every Gorgias agent we place is a full-time, dedicated Teckas employee who works only on your brand during their shift.
- Ecommerce-first pipeline. We staff DTC and Shopify brands every month and know the Gorgias-first CX stack.
- Shopify fluent. We also place order processors for brands that need fulfillment-side coverage alongside CX.
- Shift flexibility. Add agents for weekend and evening coverage without a new 12-month contract.
- Transparent pricing. See all-in monthly pricing with month-to-month terms.
- Replacement guarantee. If an agent is not the right fit, we replace them at no cost.