Customer Service Specialist / E-commerce – Remote | Night Shift | HMO + dependent
Description
Location: Remote- Metro Manila
Schedule: Training period: | Tue – Sat, 12:00 AM - 9:00 AM PHT
Regular schedule: Mon- Fri 9:00 PM – 6:00 AM PHT
Salary: 35000 PHP- 50000 PHP
About the Company
Join this amazing San Francisco cycling apparel brand, founded in 2013.
In an industry full of loud logos, they focus on clean design, quality craftsmanship, and responsible manufacturing. Much of their gear is made in California, and their Special Projects collection pushes sustainability further by using deadstock fabrics.
Now they’re looking for a Customer Service Specialist to help deliver thoughtful, human support to riders around the world.
Why You’ll Love Working With Us
- HMO healthcare for you and your 1 dependent (with COVID insurance).
- 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization).
- 13th-month bonus and Government-mandated benefits.
- Computer will be provided + internet allowance.
- Member Wellness Program.
- Welcome gift packs + Social activities.
- Year-End Party + Christmas hamper.
- Paid birthday leave, birthday cake, and milestone anniversary gifts
What You’ll Be Doing
This is a small, founder-led team where customer experience isn’t a department—it’s part of the product. Every email, every message, every interaction reflects the brand:
- Responding to customer inquiries via email and chat using Shopify and Gorgias
- Helping customers with technical product questions—sizing, fit, and performance fabrics
- Resolving order issues, returns, and exchanges with empathy and efficiency
- Maintaining a clean inbox and delivering a CSAT score of 90% or higher
- Reviewing customer feedback and surfacing insights to the product team
- Exploring ways to use AI and automation tools to improve support workflows
What You’ll Bring
- 2+ years of experience in eCommerce customer service
- Strong familiarity with Shopify (required)
- Experience with Gorgias or similar tools such as Zendesk or Intercom
- Exceptional written English with a natural, conversational tone—not robotic or scripted
- High emotional intelligence and the ability to de-escalate situations with empathy
- A self-starter mindset capable of managing 30–80 tickets per day independently
- Comfort working a permanent weekend night shift aligned with US time zones
Bonus Points For
- You’re a cyclist or outdoor enthusiast who understands the gear and the lifestyle
- Experience in apparel, retail, or outdoor gear brands
- Familiarity with tools such as Loop Returns or ShipHero
Ready to Apply?
Click Apply, upload your CV, and complete our brief questionnaire.
Want to fast-track your application? Connect with Andrea at [email protected]
Let’s build something great together!