Senior Customer Service & Support Specialist (eCommerce Brands)

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 looking for a Customer Service Associate who thrives in a fast-paced, dynamic environment and can deliver exceptional customer experiences with empathy, speed, and precision.

As a Senior Customer Service & Support Specialist you'll be the first point of contact for our customersresolving issues, answering questions, and ensuring each interaction reflects our brand's tone and values. You'll manage communication across email, chat, and social channels, providing real-time, customer-centric support that balances empathy with efficiency.

This is a plug-and-play role for someone with prior DTC and marketplace support experience who can multi-task, think critically under pressure, and operate independently in a high-volume environment.

We operate in a trust-based cultureour ideal teammate is self-motivated, accountable, and guided by integrity, thriving without the need for micromanagement.

• Respond promptly and professionally to customer inquiries via email, chat, and social media (Instagram, TikTok, Facebook, FreshDesk,etc.)
• Provide real-time, empathetic, and solution-oriented support while maintaining consistent brand tone and service standards
• Handle returns, exchanges, refunds, order modifications, subscription management, and product inquiries across multiple sales channels (e.g., brand websites, Amazon, TikTok Shop, Walmart) using connected fulfillment and order management tools
• Manage subscription changes, cancellations, renewals, and billing inquiries
• Coordinate with 3PL partners (third-party fulfillment providers) and internal teams to resolve fulfillment, shipping, or product quality issues quickly
• Manage multiple customer conversations simultaneously while maintaining accuracy, composure, and professionalism
• Update and refine help desk macros, FAQs, and canned responses for clarity and consistency
• Identify recurring customer pain points and share actionable insights with CX, Operations, and Marketing teams
• Track and report daily support performance metrics (response time, resolution rate, CSAT/NPS and other productivity measures)

Category

Requirement

Experience

Minimum 2 years in DTC or eCommerce customer service, ideally across multiple marketplaces or brand platforms

Platforms

Proficiency in Shopify, Amazon Seller Central, TikTok Shop Seller Center, and a modern helpdesk system (e.g., Zendesk, Freshdesk, Help Scout)

Communication

Exceptional written Englishclear, empathetic, and brand-aligned

Multitasking & Pressure Handling

Proven ability to handle multiple tickets/chats simultaneously, stay composed under pressure, and maintain attention to detail

Integrity & Accountability

High personal integrity, self-discipline, and reliability able to perform at a high level in a non-micromanaged, trust-based environment

Availability

Able to work 8-hour shifts, including weekends or holidays based on business needs

Core work shift is Tues-Sat 4am-12nn PHT

Performance-Driven

Proven track record of meeting or exceeding CSAT and response time KPIs and result-oriented

Mindset

Customer-obsessed, calm under pressure, proactive, and solution-oriented

Category

Desirable Skills or Experience

Tools

Experience with Slack, ClickUp, Shopify, Amazon Seller Central, Tiktok Seller Central, OrderDesk, ShipBob, Google Suite

Subscriptions

Familiarity with Recharge, StayAI, or similar subscription platforms

Marketplace Knowledge

Understanding of Amazon, TikTok Shop, and Walmart order workflows

Fulfillment Knowledge

Experience working with 3PL systems and reverse logistics processes

CX Optimization

Experience improving FAQ pages, help centers, or response templates

Metrics Awareness

Knowledge of CSAT, NPS, response time, and resolution KPIs

Typing speed

40wpm with at least 95% accuracy

Soft Skills

Empathy, adaptability, problem-solving, proactive and ownership mentality

• Average First Response Time: < 24 hours
• Customer Satisfaction (CSAT): 90%+
• Ticket Resolution Rate: > 90% within SLA
• Customer Retention Impact: Ability to turn issue resolutions into repeat purchase opportunities

• Collaborate with a team of top-tier eCommerce operators scaling multiple consumer brands
• Fully remote role with modern tools and supportive leadership
• Exposure to DTC and omnichannel operations across Amazon, TikTok, and Shopify ecosystems
• Competitive compensation and performance-based bonuses
• Work in a results-driven, trust-based environment where integrity and ownership are valued as highly as performance

• Submit your resume
• Initial interview by the HR Team
• Online assessment
• Final interview by the Hiring Manager