Customer Support Specialist, Part Time

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

📋 Description

• Address customer support inquiries related to products, orders, shipments, and general account questions.

• Resolve issues concerning lost, stolen, delayed, or damaged shipments.

• Process qualifying replacement and reshipment orders.

• Collaborate with shipping insurance providers to submit and monitor claims.

• Communicate with third-party logistics (3PL) partners via Slack to address order fulfillment issues, mispicks, and shipping concerns.

• Follow up with logistics and insurance partners to ensure reimbursements are processed when applicable.

• Keep detailed records of customer support cases and their resolutions.

• Compile weekly customer support reports that include:

• ○ Ticket date and time

• ○ Summary of customer issues

• ○ Status of insurance claims

• ○ Outcomes of reimbursements

• ○ Details of reshipments

• ○ Customer satisfaction ratings (1–5 scale)

⛳️ Requirements

• Prior experience in customer support or customer service.

• Exceptional written English communication abilities.

• Strong empathy and skills in conflict resolution.

• Capacity to stay calm and professional while assisting distressed customers.

• Highly organized with a keen eye for detail.

• Comfortable working independently and managing multiple follow-ups.

• Familiarity with Slack; experience with Gorgias or similar help desk platforms is advantageous.

• Quick ability to learn product knowledge and confidently assist customers.

• **Ideal Candidate**

• Kind, empathetic, and focused on customer satisfaction.

• Patient and approachable with a service-oriented mindset.

• Task-driven and dependable.

• Willing to take ownership of issues until resolution.

• Dedicated to ensuring a positive experience for every customer.

🏝️ Benefits

• Permanent remote work flexibility

• Annual performance bonuses

• Dedicated coaches provide an additional channel of support and skill enhancement

• Opportunities for professional growth