Email Customer Support

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

📋 Description

• Oversee incoming customer tickets through the helpdesk platform via email and social media channels.

• Address issues related to delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription inquiries comprehensively.

• Respond to social media comments and direct messages with a supportive, human, and brand-consistent tone.

• Adhere to standard operating procedures while exercising judgment in situations not explicitly covered by scripts.

• Elevate complex, sensitive, or high-value cases to the Customer Service Manager.

• Collaborate with fulfillment partners regarding order statuses, shipment errors, and requests for reshipment.

• Detect recurring fulfillment problems and report them to the Customer Service Manager for operational assessment.

• Keep customers informed about order updates in a proactive manner, particularly regarding delays.

• Accurately document shipment issues across all markets.

• Achieve daily and weekly resolution objectives.

• Highlight ongoing customer complaints and issue patterns for root-cause analysis.

• Participate in the enhancement of standard operating procedures.

⛳️ Requirements

• Previous experience in a customer support position.

• Strong preference for candidates with DTC or e-commerce experience.

• Proficiency in clear, confident written English.

• Comfortable navigating helpdesk or ticketing systems.

• Ability to remain calm under pressure.

• Highly detail-oriented with respect to order numbers, tracking references, refund amounts, and product SKUs.

• Proactive approach with the capability to identify issues before they escalate.

• Must meet response-time and resolution benchmarks; unresolved tickets should have a clear follow-up action.

• Should address customers' specific issues rather than relying heavily on generic templates or AI responses.

• High level of accountability and prompt reporting of problems.

• Accuracy in handling SKUs, refund amounts, and tracking details.

🏝️ Benefits

• Fully remote position, allowing you to work within your designated market's timezone.

• Clear opportunities for advancement within our Customer Service team and retention function.

• Well-defined standard operating procedures, appropriate tools, and a Customer Service team being developed to meet high standards.