E-commerce Customer Support Agent – Shopify, DTC

This is a fully remote position, open to applicants in Philippines, +2 more countries.

📋 Description

• Oversee customer communications via email.

• Address a substantial volume of over 100 tickets daily while maintaining a friendly and supportive demeanor.

• Manage subscription-related inquiries, including cancellations, saves, refunds, and failed payments, in accordance with company policies.

• Independently resolve shipping, product, and technical concerns.

• Efficiently manage the queue to comply with SLA deadlines.

• Utilize Richpanel, Commslayer, and Shopify from the outset.

• Ensure that all interactions adhere to quality standards and reduce the need for follow-ups and escalations.

• Proactively communicate with the operations team regarding recurring product issues and shipping delays.

• Function autonomously in a high-autonomy, focused queue-management role.

⛳️ Requirements

• Fully remote position.

• Available to commence work within 1–4 days.

• Commitment to 30–40+ hours per week for the upcoming weeks.

• Fluent in English, both written and spoken — at a professional or native level.

• A minimum of 3 years of Customer Support experience in DTC e-commerce brands.

• Demonstrable hands-on experience with Richpanel and/or Commslayer and Shopify.

• Experience with Gorgias/Zendesk is advantageous.

• Direct experience managing subscription-related inquiries, encompassing billing, cancellations, saves, and chargebacks.

• Quick typing skills and the ability to navigate multiple tabs/tools concurrently.

• Willingness to work overtime or on weekends as needed.

• Excellent cultural fit that aligns with the company’s values.

• Consistent management of over 100 assigned tickets each day.

• Average response time of under 1 hour during shifts.

• A CSAT score of 4.8/5.0 or higher.

🏝️ Benefits

• Potential to transition into a permanent full-time role.

• Initial commitment of 30–40+ hours per week.

• Well-defined policies, macros, training, and an organized helpdesk.

• No micromanagement and a high degree of autonomy.

• Possibility of overtime and weekend work as necessary.