About the Company
Join a fast-growing North American e-commerce platform specializing in recommerce and overstock products. The company provides customers across the USA and Canada with access to vetted open-box and overstock items, making it simple to shop smarter and save with purpose.
Be part of a dynamic and rapidly expanding team, and play a key role in strengthening the impact of the Customer Experience function.
Position Summary
The Customer Support Agent reports to the Customer Experience Director and supports customers across email, chat, and other communication channels. This role focuses on answering questions, resolving common order and product issues, and escalating cases when additional support is needed.
You will collaborate with internal teams to gather information and provide customers with timely, accurate, and specific updates.
Key Responsibilities
Customer Support & Case Management
- Respond to customer inquiries through email, chat, and other support channels
- Resolve common issues such as order status questions, delivery tracking inquiries, order changes, cancellations, returns, refunds, and product concerns
- Use macros and internal knowledge guides to provide consistent and accurate responses
- Document actions clearly to ensure cases can be easily followed by teammates
Escalations & Cross-Functional Collaboration
- Escalate complex or urgent cases to the appropriate internal stakeholders following established processes
- Coordinate with internal teams to gather information needed to resolve cases (e.g., product details, order investigations, fulfillment status updates)
- Provide proactive and specific updates to customers to reduce repeat contacts
Quality & Continuous Improvement
- Adhere to company policies and quality standards while exercising sound judgment in supporting customer outcomes
- Identify recurring issues and share feedback to improve workflows, macros, and help center documentation
Team & Customer Experience Contribution
- Support the company's commitment to delivering exceptional service and a seamless customer journey
- Contribute to a positive, collaborative, and solutions-oriented team culture
- Represent customer needs when working with cross-functional teams
Minimum Qualifications
- 3 to 7 years of customer support experience, preferably in e-commerce or retail
- Strong written communication skills with a calm and professional tone
- Excellent attention to detail and follow-through
- Experience using support tools such as Shopify, Gorgias, Zendesk, or similar platforms
- Reliable internet connection and a quiet workspace suitable for remote work
- Ability to overlap with Eastern Time business hours, based on team needs
- Availability to work evenings and weekends
Preferred Qualifications
- Experience handling high ticket volumes
- Experience managing refunds, returns, replacements, and basic order investigations
Work schedule: Fix night shift (US business hours)
Independent Contract; 40-hours per week | Exclusive engagement
Salary Range: Php 65,000 to Php 80,000 net per month (take-home pay)
