Customer Service Representative, 3 Month Contract

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

📋 Description

• Address customer inquiries via email in Gorgias for both consumer brands, with the goal of clearing the inbox by the end of the day.

• Retrieve and modify orders in Shopify, including updating order status, managing size exchanges, and processing replacements.

• Monitor shipments and troubleshoot fulfillment problems using the ShipBob portal.

• Manage warranty, damage, and replacement cases from start to finish, ensuring follow-up until resolution.

• Submit chargeback claims using the Shopify chargeback application.

• Utilize existing macros and standard operating procedures to maintain consistency in responses.

• Elevate unusual cases to the manager for further assistance.

• Collaborate with the manager and team through Slack.

• Recognize recurring issues and propose process enhancements to minimize ticket volume or response time.

• Achieve same-day response goals and adhere to a maximum two-business-day service level agreement (SLA) during busy periods.

⛳️ Requirements

• Previous experience in a customer support position, preferably within a US-based e-commerce or consumer brand.

• Exceptional written English skills for crafting clear and friendly customer emails.

• Willingness to work full-time during US hours (overnight in the Philippines).

• Organized approach to following up on open cases until they reach resolution.

• Prior hands-on experience with Gorgias and Shopify is preferred.

• Familiarity with ShipBob or other third-party logistics (3PL) platforms is desirable.

• Experience assisting with technical or warranty-backed products is a plus.

• A process-oriented mindset for documenting, simplifying, and automating workflows.

• Patience with multi-step technical cases that require continuous follow-up.

• Ability to work effectively within a relaxed, friendly customer community and a small team.

• Knowledge of Gorgias, Shopify, the Shopify chargeback application, ShipBob, and Slack is essential.

• Capacity to meet same-day response targets and maintain a maximum two-business-day SLA.

🏝️ Benefits

• Flexibility for permanent remote work.

• Paid Time Off.

• Coverage through a Health Maintenance Organization (HMO).

• Annual performance bonuses.

• Access to dedicated coaches for additional support and skill development.

• Opportunities for professional advancement.