Shopify Developer
Twoconnect
Senior Customer Service & Support Specialist, eCommerce Brands
Pearl West
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteSalary
💰 $1,000 - $1,200 per month
Job Level
Senior
About the role
- 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
- Track and report daily support performance metrics (response time, resolution rate, CSAT/NPS and other productivity measures)
Requirements
- Minimum 2 years in DTC or eCommerce customer service, ideally across multiple marketplaces or brand platforms
- Proficiency in Shopify, Amazon Seller Central, TikTok Shop Seller Center, and a modern helpdesk system (e.g., Zendesk, Freshdesk, Help Scout)
- Exceptional written English—clear, empathetic, and brand-aligned
- Proven ability to handle multiple tickets/chats simultaneously, stay composed under pressure, and maintain attention to detail
- High personal integrity, self-discipline, and reliability—able to perform at a high level in a non-micromanaged, trust-based environment
- Able to work 8-hour shifts, including weekends or holidays based on business needs
- Proven track record of meeting or exceeding CSAT and response time KPIs and result-oriented
Benefits
- Competitive compensation and performance-based bonuses
- Fully remote role with modern tools and supportive leadership
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceeCommerceorder managementsubscription managementperformance metricsCSATNPSticket managementproblem resolutionmulti-channel support
Soft skills
empathycommunicationattention to detailcomposure under pressureself-disciplinereliabilityintegritysolution-orientedtime managementadaptability
