Customer Support Agent (E-commerce / DTC)

Location: Remote (Philippines)

Schedule: Full-time | US Business Hours

Compensation: USD $700–$800/month, depending on experience

Reports to: Customer Support Manager

About The Role

We're looking for a customer-focused Customer Support Agent with proven experience supporting Direct-to-Consumer (DTC) e-commerce brands. You'll be the first point of contact for customers, helping resolve inquiries related to orders, shipping, returns, refunds, and products while delivering a positive, personalized experience.

This role is ideal for someone who thrives in a fast-paced environment, communicates exceptionally well in English, and enjoys solving problems while representing multiple consumer brands.

What You'll Do

• Respond to customer inquiries through email and support platforms.
• Assist customers with order status, shipping concerns, returns, refunds, exchanges, and product questions.
• Process order modifications and cancellations when applicable.
• Investigate delivery issues and coordinate with internal teams to reach timely resolutions.
• Follow company policies for refunds, replacements, and customer verification.
• Escalate complex or sensitive cases when necessary.
• Maintain accurate customer records and ticket documentation.
• Deliver empathetic, professional, and efficient customer service while meeting response time and quality standards.
  
  

What We're Looking For

Required Qualifications

• At least 2 years of customer support experience in a Direct-to-Consumer (DTC) e-commerce environment.
• Experience supporting customers for Shopify-based brands.
• Excellent written English with strong attention to grammar and detail.
• Strong problem-solving and critical-thinking skills.
• Ability to manage multiple conversations and priorities in a fast-paced environment.
• Comfortable working independently while collaborating with a remote team.
• Reliable internet connection and a dedicated home office setup.
• Available to work full-time during US business hours.
  
  

## Preferred Qualifications

• Experience using **Richpanel** or similar customer support platforms (e.g., Gorgias, Zendesk, Freshdesk).
• Experience handling order management, shipping issues, refunds, and chargeback-related inquiries.
• Comfortable supporting multiple brands with different brand voices and policies.
  
  

## Tools You'll Use

• Richpanel
• Shopify
• Slack
• Google Sheets
  
  

## Success in This Role

You'll Be Successful If You Consistently

• Deliver high customer satisfaction.
• Meet or exceed SLA response times.
• Maintain accurate and complete ticket documentation.
• Resolve customer concerns efficiently and professionally.
• Collaborate effectively with internal teams to create an excellent customer experience.
  
  

## Compensation & Benefits

• **USD $700–$800 per month**, depending on experience.
• Fully remote position.
• Full-time employment.
• Opportunity to support fast-growing DTC e-commerce brands.
  
  

Apply through this link: ----------