Customer Experience Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee daily ticket inquiries through email, chat, and marketplace messaging.

• Communicate with customers in a clear, professional, and empathetic manner.

• Determine the root causes of issues to reduce back-and-forth communication.

• Address order complications including missing items, damages, delivery delays, and incorrect orders.

• Ensure a consistent brand voice is maintained in all customer interactions.

• Accurately process refunds, replacements, and partial refunds.

• Create and manage discount codes and customer appeasements.

• Make necessary edits to orders (addresses, items, quantities) as required.

• Investigate order timelines, shipments, and fulfillment statuses.

• Review indicators of fraud and escalate issues when necessary.

• Work directly within order records to resolve customer complaints.

• Collaborate with fulfillment partners when corrections are needed.

• Properly categorize tickets using fields, tags, and macros.

• Escalate product quality concerns with thorough and organized information.

• Recognize patterns and recurring customer issues.

• Assist in enhancing workflows, help center content, and macros.

⛳️ Requirements

• Exceptional written and verbal English skills (near-native proficiency required).

• A minimum of 3 years of experience in ecommerce customer support.

• Proficient in Zendesk (views, macros, tagging, workflows).

• Strong hands-on experience with Shopify (orders, refunds, edits, discounts).

• Ability to interpret customer intentions and respond thoughtfully.

• Highly detail-oriented and dependable.

• Capable of professionally managing upset customers.

• Ability to handle multiple conversations while maintaining accuracy.

• Analytical mindset with the capability to identify trends and root causes.

• Advanced Excel skills — capable of creating structured tables, dashboards, and reports from raw data.

• Proficient in using formulas (lookups, logical formulas, date calculations, pivot tables).

• Comfortable working remotely across different time zones and in startup or high-growth settings.

• Strong preference for candidates with experience supporting US-based clients/companies.

🏝️ Benefits

• Food Allowance

• Government Benefits

• 13th Month pay

• Work Equipment

• Night Differential if applicable (10% of hourly rate)

• 20 Leaves (after 6 months)

• Holiday pay (200% on Regular holidays; 130% on Special holidays)

• Overtime pay (maximum of 10.25 hours per day)

• Referral bonus (P10,000 if referral is hired and stays with the company for 3 months)

• HMO (after 6 months)