E-commerce Customer Support – Retention

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

📋 Description

• Respond to two email inboxes (info@ and support@) within 24 hours.

• Monitor and engage daily across Facebook, Instagram, and X.

• Manage subscriptions via Recharge, including efforts to save active cancellations.

• Conduct proactive outreach to former customers on Trustpilot, Stamped, and social media to rebuild trust and encourage their return.

• Oversee review management on Trustpilot and Stamped.

• Track tickets daily, including response times, resolution types, cancellation saves, and winback status.

• Provide weekly reports to management.

⛳️ Requirements

• Experience with Shopify; Recharge experience is highly preferred.

• Proficient written English, with a natural and warm tone rather than a templated approach.

• A candidate who views cancellations as an opportunity for conversation rather than a mere transaction.

• Ability to ask questions, listen actively, and make individuals feel genuinely acknowledged.

• Capable of identifying patterns in tickets and flagging them proactively.

• Works independently once provided with guidelines and takes full ownership of the role.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• A supportive team environment that values collaboration and innovation.