Customer Service Representative

About Fuego

Fuego is redefining dance footwear—creating sneakers built for dance, performance, and everyday life. Designed to move seamlessly from the studio to the street, our products fuse innovation, comfort, and style. Based in Miami, we’re a fast-growing global brand passionate about creativity, community, and motion.

About the Role

We’re seeking an experienced, customer-focused Customer Service Representative based in the Philippines to support Fuego’s growing global e-commerce business.

You will serve as a primary point of contact for customers, providing timely and thoughtful assistance across email, live chat, and other support channels. The ideal candidate has strong e-commerce experience, excellent written English, and the ability to resolve order, shipping, return, and product-related concerns with professionalism and empathy.

This is a full-time, remote position requiring availability during designated time zones.

What You’ll Do

• Respond to customer inquiries through email, live chat, social media, and other support channels.
• Assist customers with product questions, sizing, order updates, cancellations, exchanges, returns, refunds, and warranty concerns.
• Investigate and resolve shipping issues, including delayed, missing, damaged, or incorrect orders.
• Manage customer orders and account information accurately within the company’s e-commerce platform.
• Coordinate with warehouse, fulfillment, logistics, and operations partners to resolve order-related issues.
• Maintain a high standard of professionalism, empathy, and brand consistency in every customer interaction.
• Document customer conversations, resolutions, and follow-up actions within the customer support system.
• Escalate complex or high-priority cases to the appropriate internal team.
• Identify recurring customer concerns and share trends, feedback, and recommended improvements with leadership.
• Meet established performance expectations for response times, resolution times, customer satisfaction, and service quality.
• Stay current on Fuego’s products, policies, promotions, and launches.

What We’re Looking For

• Five or more years of customer service experience, preferably within an e-commerce or direct-to-consumer business.
• Previous experience supporting customers in an online retail environment is required.
• Excellent written and verbal English communication skills.
• Experience managing order updates, returns, exchanges, refunds, and shipping-related concerns.
• Strong problem-solving skills with the ability to remain calm and professional in challenging situations.
• Highly organized and detail-oriented, with the ability to manage multiple customer conversations and priorities.
• Comfortable working independently in a fast-paced, remote environment.
• Reliable internet connection and a professional, distraction-free workspace.
• Availability to work a schedule aligned with designated U.S. business hours, including occasional holidays or peak sales periods as needed.
• Experience with Shopify or Shopify Plus is strongly preferred.
• Experience with customer support platforms.
• Familiarity with international shipping, fulfillment, and cross-border e-commerce is a plus.
• Interest in dance, footwear, fashion, or lifestyle brands is a plus.

Why Fuego

• Join a fast-growing global footwear brand with customers around the world.
• Work remotely from the Philippines as part of a collaborative international team.
• Help shape the customer experience as Fuego continues to scale.
• Gain exposure to global e-commerce, product launches, and international operations.
• Competitive compensation and opportunities for professional growth.
• Creative, collaborative, and entrepreneurial team culture.