Pearl West

Senior Customer Experience Operations Specialist

Pearl West

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Salary

💰 $1,000 - $1,400 per month

Job Level

Senior

About the role

  • Deliver timely, empathetic, and brand-aligned support via email, chat, and social channels (Instagram, TikTok, Facebook, FreshDesk, etc.)
  • Resolve customer inquiries related to orders, subscriptions, returns, refunds, exchanges, and product questions across multiple sales channels
  • Manage high-volume, real-time customer interactions while maintaining accuracy, professionalism, and composure
  • Support omnichannel workflows across Shopify, Amazon, TikTok Shop, Walmart, and connected fulfillment systems
  • Coordinate with 3PL partners and internal teams to resolve fulfillment, shipping, and product quality issues efficiently
  • Identify recurring customer pain points and surface actionable insights to CX, Operations, and Marketing teams
  • Track and report daily CX metrics including response time, resolution rate, CSAT/NPS, and productivity

Requirements

  • Minimum 2 years in DTC or eCommerce customer support, ideally across multiple marketplaces or brand platforms
  • Hands-on experience with Shopify, Amazon Seller Central, TikTok Shop Seller Center
  • Proficiency with a modern helpdesk (Zendesk, Freshdesk, Help Scout, etc.)
  • Exceptional written English—clear, empathetic, and aligned with brand voice
  • Proven ability to manage multiple tickets/chats simultaneously in fast-paced environments without sacrificing quality
  • Highly reliable, self-directed, and accountable
  • Able to work 8-hour shifts, including weekends or holidays as needed
Benefits
  • Competitive compensation with performance-based bonuses
  • Fully remote role with modern tools and supportive leadership
  • Exposure to omnichannel DTC operations (Shopify, Amazon, TikTok)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportorder managementsubscription managementreturns processingrefund processingexchange managementCX metrics trackingmultitaskingproblem-solving
Soft Skills
empathyprofessionalismcomposurereliabilityself-directionaccountabilityclear communicationadaptabilitycollaboration