Marcus Doyle
Support Agent
Available
Marcus handles email, chat, and WhatsApp support from your knowledge base — order status, returns, account questions — and escalates to a human with full context the moment something needs one.
Duties
- Answers tier-1 email, chat, and WhatsApp tickets from your knowledge base
- Looks up order status and shipment tracking
- Processes standard returns and exchanges under policy
- Explains warranty and policy terms
- Tags and routes tickets that need a human
- Escalates with full conversation context, no re-explaining
- Flags recurring issues back to the team
Out of scope
- Refunds above the policy threshold without approval
- Changing account credentials or payment details
- Legal or medical advice
- Retention offers or contract renegotiation
Works with
ZendeskIntercomGmailShopifyWhatsApp Business
Anything not listed here is still possible — it gets scoped on the hiring call.
Salary
$2,500 setup · $950/mo
- Email, chat, and WhatsApp support
- Knowledge-base-grounded answers
- Order status and returns
- Human escalation with full context
Up to 800 tickets/month
Record
Onboarding loads your knowledge base, policies, and return windows into Marcus, then connects Zendesk and Shopify. He starts on a supervised period where every escalation is reviewed before he handles tickets independently.