Role Description The E-commerce Customer Support Specialist provides exceptional support to customers through email. In this role, you'll help resolve customer inquiries, manage support tickets, and ensure every customer receives timely, professional, and accurate assistance. If you're someone who enjoys solving problems, communicates clearly through writing, and thrives in a fast-paced environment, we'd love to hear from you. - Respond to customer inquiries through email - Resolve order, shipping, return, exchange, and product-related concerns - Manage and prioritize support tickets using a customer support platform - Investigate customer issues and provide timely, accurate resolutions - Escalate complex cases to the appropriate internal teams when needed - Maintain detailed and organized records of customer interactions - Collaborate with internal teams to ensure a seamless customer experience - Support the client with additional tasks and responsibilities as needed, in alignment with the role and overall business objectives Qualifications - Excellent written and verbal English communication skills - Minimum of 3 years of customer service experience with a primary focus on email support - Previous experience supporting customers for an e-commerce business is preferred - Experience using a ticketing platform such as Gorgias, Zendesk, Freshdesk, Help Scout, or similar - Strong problem-solving and critical thinking skills - Highly organized, detail-oriented, and able to manage multiple customer inquiries simultaneously - Available to work in US time zones (Graveyard shift in the Philippines) - Available to start within 2 weeks from job offer Requirements - Comfortable in using time-trackers (e.g. Time Doctor) - Own laptop/desktop, noise-cancelling headphones, and webcam - Reliable internet connection (at least 50 Mbps) - Available backup equipment in cases of power and internet outages Benefits - 💰 Competitive Compensation: Monthly salary starting at PHP 40,000 - PHP 50,000, with flexibility for higher compensation based on experience and qualifications. - 🏥 Comprehensive Health Coverage: Access to high-quality medical insurance for you and your loved ones. - ✈️ Paid Time Off and Sick Leave: Generous paid time off and sick leave policies for work-life balance. - 🎉 Service Recognition and Rewards: Celebrate milestones with our Elite VA program, honoring commitment and achievements.