Customer Service Specialist, Facebook Community Manager

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

📋 Description

• Promptly and professionally respond to customer emails, social media chats, and direct messages.

• Address inquiries regarding products, orders, shipping, and returns.

• Handle complaints and escalations with empathy, aiming to find effective resolutions.

• Maintain quick response times and a consistent brand voice across all communication channels.

• Manage subscription actions including sign-ups, pauses, skips, changes, and cancellations.

• Update customer account information such as addresses, payment issues, and order changes.

• Accurately process refunds, replacements, and billing adjustments.

• Keep customer records well-organized and current.

• Monitor and respond to comments, posts, and messages within the brand’s Facebook community.

• Promote member engagement while ensuring discussions remain positive and on-brand.

• Moderate the community by eliminating spam and addressing negative comments professionally.

• Share ongoing customer feedback and inquiries with the team.

• Track prevalent customer issues, inquiries, and trends.

• Highlight recurring product, order, or shipping challenges to the team.

• Assist in enhancing support templates, FAQs, and internal procedures.

⛳️ Requirements

• Prior experience in customer service or customer support, ideally with an e-commerce or online brand.

• Experience in managing customer accounts, orders, or subscriptions.

• Familiarity with managing or moderating a Facebook group or online community.

• Exceptional written English communication skills.

• Strong attention to detail and organizational capabilities.

• Ability to work independently while managing multiple conversations simultaneously.

• Availability for full-time work, six days a week.

• Experience with e-commerce, subscription, or product-based brands is preferred.

• Knowledge of helpdesk or subscription tools such as Shopify, Recharge, Gorgias, or Zendesk is preferred.

• Comfort with using Meta Business Suite is preferred.

🏝️ Benefits

• Fully remote position.

• High degree of autonomy and ownership.

• Collaborative support for an emerging product brand.

• Opportunities for long-term growth as the business expands.