Outbound Customer Support

This is a fully remote position, open to applicants in Philippines, +3 more countries.

📋 Description

• Conducting outbound calls to current customers for follow-ups post-purchase, proactive delivery updates, and satisfaction assessments [Approximately 50+ calls daily]

• Implementing review acquisition initiatives — contacting verified purchasers and assisting them in submitting reviews on our Trustpilot page, in a compliant and natural manner

• Adhering to designated call scripts and frameworks while employing sound judgment when conversations deviate from the script

• Accurately documenting every call outcome in our CRM/helpdesk [Aircall]

• Meeting daily and weekly call volume objectives as established by the Customer Service Manager

• Ensuring CSAT and call quality scores remain within specified benchmarks

• Identifying recurring complaint patterns and call objections to present to the Customer Service Manager for improvements in SOP and messaging

• Immediately flagging any compliance issues, sensitive customer situations, or escalation risks

⛳️ Requirements

• A minimum of 2–3 years of experience in a customer support capacity — prior call center or outbound phone experience is highly preferred; experience in DTC or e-commerce is a considerable advantage

• Fluent, clear, and confident American English — both spoken and written. As customers are based in the US, your accent and phrasing must feel comfortable and natural for an American audience. This is non-negotiable.

• Strong phone presence — you should sound engaged, warm, and professional, avoiding a robotic or scripted tone

• Proven capability to handle challenging conversations with composure — including complaints, frustrated customers, and cancellation intent — without losing your cool or mirroring their emotions

• Ability to work within structured call frameworks while naturally adapting as the conversation necessitates

• Detail-oriented with a disciplined approach to CRM usage and call documentation — ensuring every call outcome is accurately recorded: resolution, sentiment, issues, and any required follow-up

• Proactive and self-motivated — you achieve your call targets without needing reminders and address issues before they escalate

• Experience in retention or winback calling (for subscription brands, DTC) — Nice to Have

• Familiarity with helpdesk or CRM tools (such as Commslayer, RichPanel, Gorgias, Zendesk, or similar) — Nice to Have

• Previous experience with review outreach or NPS/CSAT follow-up calling — Nice to Have

• Comfort with fulfillment-related discussions (order status, reshipments, tracking disputes) — Nice to Have

🏝️ Benefits

• Competitive salary determined by market standards and experience

• Fully remote position, working within your designated market's timezone (must overlap with US business hours)

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

• Structured call frameworks, appropriate tools, and a Customer Service team being developed to meet high standards