Customer Support Specialist

Hireframe

Customer Support Specialist managing inquiries and resolving issues related to orders and shipments. Providing support for customers while collaborating with logistics and insurance partners.

Posted 6/9/2026part-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Respond to customer support inquiries regarding products, orders, shipments, and general account questions.
Resolve issues involving lost, stolen, delayed, or damaged shipments.
Process eligible replacement and reshipment orders.
Coordinate with shipping insurance providers to submit and track claims.
Communicate with third-party logistics (3PL) partners through Slack to resolve order fulfillment issues, mispicks, and shipment concerns.
Follow up with logistics and insurance partners to ensure reimbursements are received when applicable.
Maintain detailed records of customer support cases and resolutions.
Prepare weekly customer support reports including:
○ Ticket date and time
○ Customer issue summary
○ Insurance claim status
○ Reimbursement outcomes
○ Reshipment details
○ Customer satisfaction ratings (1–5 scale)

Requirements

What you’ll need

Previous customer support or customer service experience.
Excellent written English communication skills.
Strong empathy and conflict-resolution abilities.
Ability to remain calm and professional when assisting frustrated customers.
Highly organized with strong attention to detail.
Comfortable working independently and managing multiple follow-ups.
Experience using Slack; experience with Gorgias or similar help desk platforms is a plus.
Ability to learn product knowledge quickly and confidently assist customers.

Benefits

Comp & perks

Permanent remote work flexibility
Annual performance bonuses
Dedicated coaches offer an extra channel of support and skill-building
Opportunities for professional growth

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

empathyconflict-resolutionorganizationattention to detailcalmness under pressureprofessionalismindependencemulti-tasking