Location: Remote (Philippines)
Compensation: $700-$1000/month
Working Schedule: Tuesday-Saturday, 4AM-12NN PH time or 10 PM to 6 AM PH Time, including occasional weekends or holidays as needed
Reports To: HR/CS Director
About Pearl West Group
Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence.
We're hiring Customer Support & Retention Associate to join our Customer Experience team!
Role Overview
As a Customer Support & Retention Associate, you'll be the first point of contact for our customersresolving inquiries, handling order issues, and ensuring a smooth experience across our DTC brands. You'll manage tickets
via Freshdesk and provide support across
email, chat, and phone, delivering timely, accurate, and empathetic service.
Beyond support, this role plays a key part in customer retention and subscription managementidentifying save opportunities, reducing churn, and protecting recurring revenue.
This role is ideal for someone with
strong omnichannel customer service experience (email, chat, and phone), excellent written and verbal English communication skills, and the ability to manage multiple inquiries efficiently while maintaining
professionalism, accuracy, and a solutions-first mindset.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via Freshdesk (email and chat)
- Handle order updates, returns, exchanges, refunds, and product inquiries with accuracy and efficiency
- Manage subscription-related requests including cancellations, skips, billing updates, and plan modifications
- Proactively identify opportunities to save subscriptions by offering solutions such as product education, usage guidance, alternative options, flexible shipping schedules, or applicable promotions
- Support customer retention efforts by reducing refunds and cancellations through thoughtful problem-solving and brand-aligned save strategies
- Escalate high-risk churn cases when appropriate while attempting first-level save efforts
- Coordinate with internal teams and 3PL partners to resolve shipping, fulfillment, or inventory-related concerns
- Maintain accurate and detailed customer interaction records in Freshdesk
- Identify recurring issues and provide feedback to improve FAQs, macros, workflows, or product education
- Contribute to improving CSAT, retention rate, subscription save rate, and overall customer lifetime value
- Meet or exceed performance targets including response time, resolution rate, customer satisfaction, and retention metrics
- Perform other customer experiencerelated tasks as assigned. (Responsibilities are not limited to the above and may evolve based on team needs and performance.)
Requirements (Plug-and-Play Skills)
Category
Requirement
Experience
Minimum 2 years of customer service experience, with at least 1 year in non-voice support (email or chat).
Tools
Familiarity with Freshdesk, Zendesk, or similar helpdesk platforms.
Communication
Excellent written Englishclear, empathetic, and professional tone.
Typing Speed
At least 40 words per minute with high accuracy.
Multitasking & Focus
Can manage multiple tickets and maintain quality under pressure.
Integrity & Accountability
Reliable, proactive, and able to work independently in a remote environment.
Availability
Can work TuesdaySaturday, 4 AM12 NN PHT, including occasional weekends or holidays as needed.
Nice-to-Have Skills
- Experience with Shopify, Amazon Seller Central, or TikTok Shop
- Familiarity with Google Workspace (Docs, Sheets)
- Understanding of CSAT, response time, and resolution KPIs
- Experience working with 3PL or fulfillment partners
- Pet owner (or has experience caring for pets), with a strong understanding of pet owners concerns and emotional connection to their pets
Performance Metrics (Success in the Role)
First Response Time:
Customer Satisfaction (CSAT): 90%+Resolution Rate: > 90% within SLA
Why Join Pearl West Group
- Be part of a fast-growing eCommerce team managing multiple DTC brands
- Gain hands-on exposure to Freshdesk and real customer experience operations
- Fully remote role with performance-based incentives
- Opportunity for promotion or full-time employment based on performance
Application Process
- Submit your resume highlighting your relevant customer service and non-voice experience
- Online assessment (take the online assessment here: https://app.testgorilla.com/s/c875bwb6) - NO ONLINE ASSESSMENT = AUTO-REJECT
- Initial interview with the HR team
- Final interview with the hiring manager
