About this role
We are hiring for our client, a fast-growing, modern ecommerce brand in the better-for-you consumer products space, selling through Shopify, Amazon, and major retail partners.
They operate in a high-performance, fast-moving environment and are looking for a highly articulate Customer Experience Specialist who thrives on ownership, precision, and thoughtful problem-solving.
This role requires exceptional written and spoken English, strong judgment, and hands-on experience using both Zendesk and Shopify to resolve real customer issues.
Estimated Salary: The salary for this position has not been finalized yet. Please indicate your expected salary based on your experience in the application form, and we will consider it in our discussions.
Key Responsibilities:
Customer Support
Manage daily ticket volume across email, chat, and marketplace messagingRespond to customers clearly, professionally, and empatheticallyIdentify root causes of issues and minimize back-and-forthResolve order issues such as missing items, damage, delivery delays, and incorrect ordersMaintain consistent brand voice across all customer communicationsShopify Operations
Process refunds, replacements, and partial refunds accuratelyCreate and manage discount codes and appeasementsEdit orders (addresses, items, quantities) when appropriateInvestigate order timelines, shipments, and fulfillment statusReview fraud indicators and escalate when necessaryWork directly inside order records to diagnose customer complaintsCoordinate with fulfillment partners when corrections are requiredZendesk Documentation & Reporting
Accurately categorize tickets using fields, tags, and macrosEscalate product quality issues with complete and organized detailsIdentify patterns and recurring customer issuesHelp improve workflows, help center content, and macrosRequirements
Excellent written and spoken English (near-native proficiency required)3+ years of ecommerce customer support experienceStrong hands-on Zendesk experience (views, macros, tagging, workflows)Strong hands-on Shopify experience (orders, refunds, edits, discounts)Ability to interpret customer intent and respond thoughtfullyExtremely detail-oriented and reliableComfortable handling upset customers professionallyAbility to manage multiple conversations without sacrificing accuracyAnalytical mindset with ability to identify trends and root causesAdvanced Excel skills — able to build structured tables, dashboards, and reports from raw dataComfortable using formulas (lookups, logical formulas, date calculations, pivot tables)Comfortable working remotely across time zones and in startup or high-growth environments.Strong preference for candidates who have supported US-based clients/companies.Benefits
Food Allowance Government Benefits 13th Month pay Work Equipment Night Differential if applicable (10% of hourly rate) 20 Leaves (after 6 months) Holiday pay (200% on Regular holidays; 130% on Special holidays) Overtime pay (max of 10.25 hrs/day) Referral bonus (P10,000 if referral passed and stayed with the company for 3 months) HMO (after 6 months)
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