Customer Support Representative – Direct-to-Consumer, DTC Brand

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

📋 Description

• Deliver outstanding customer service for a UK-based consumer brand

• Address customer inquiries via email

• Resolve customer problems and provide precise solutions

• Manage complex cases necessitating internal collaboration

• Record customer interactions and case information

• Identify recurring issues and analyze customer feedback trends

• Respond to customer inquiries, comments, and complaints on social media platforms

• Address social media concerns while ensuring brand consistency

• Escalate urgent or sensitive matters as necessary

• Monitor social sentiment and emerging customer issues

• Uphold a professional and cohesive brand voice

• Achieve individual and team performance objectives

• Tailor communication style based on channel and customer requirements

• Collaborate with internal teams to resolve customer issues

• Ensure consistent service quality across all communication channels

• Contribute to enhancements in support processes and overall service quality

⛳️ Requirements

• Minimum of 3 years of demonstrated experience in customer support, customer service, or community management

• Fluent in English, both written and spoken

• Capability to adapt tone and style according to the communication channel

• Previous experience with a D2C (direct-to-consumer) brand

• Required familiarity with Shopify and Gorgias

• Experience with Recharge is an advantage

• Proficient in Office 365 and Google Workspace

• Excellent attention to detail

• Ability to take initiative and make sound decisions when addressing customer issues

• Proactive approach, including identifying problems, voicing concerns, and proposing solutions

• Quick to learn new products, processes, and systems

• Competence in prioritizing and managing multiple inquiries effectively while maintaining service quality and tone during peak periods

🏝️ Benefits

• Health Maintenance Organization (HMO) after 3 months

• Additional Holiday Pay

• Paid Time Off (PTO)

• Mental Health Leave

• General Leave Credits

• Birthday Leave

• Gym Stipend Allowance

• Flexible remote work setup

• People-first company culture and a supportive team environment