Customer Support Specialist – Order & Ticket Support

Customer Support Specialist – Order & Ticket Support About the Role You'll join the overnight/early-morning support function for a fast-growing, US-based company in the retail/e-commerce space, working across multiple consumer brands. Shift: 4:00 PM – 12:00 AM or 5:00 PM – 1:00 AM Philippine Time (the exact window shifts with US Daylight Saving Time). This is a mid-shift, not a graveyard shift. Your first 2–3 weeks will run on US daytime hours (~8:00 AM – 5:00 PM CT) for live training before you move to this permanent schedule. What You'll Do Monitor and resolve overnight email and help-desk tickets across the brand(s) you support Prioritize urgent requests — cancellations, address changes, last-minute order changes Execute real-time order cancellations directly in the Order Management System Place temporary holds on late-night orders to prevent them from shipping before a customer's request is processed Flag and hand off complex cases to the US team with clear notes Jump into live phone support during the morning handoff window when call volume peaks What You'll Bring Experience handling customer support by email or ticketing system Comfort working independently overnight and making real-time calls under time pressure Strong written English and a knack for clear, calm communication Willingness to work a fixed shift that runs through the busy holiday season Openness to learning an Order Management System and softphone tools (full training provided) Nice to Have Prior experience with an OMS or order/fulfillment platform (a plus, not required) Background in retail or e-commerce support (a plus, not required) Prior remote or BPO customer support experience (a plus, not required) What's In It For You Full training: your first 2–3 weeks are spent shadowing live on US daytime hours before you move to your permanent schedule The chance to shape how this function works, as one of the company's first remote hires for this role Role type Customer Service Role Others Location Jollibee Tower, Ortigas Center, Pasig City Remote status Fully Remote Work Schedule Mondays through Fridays (4:00 PM – 12:00 AM or 5:00 PM – 1:00 AM Philippine Time (the exact window shifts with US Daylight Saving Time). Your first 2–3 weeks will run on US daytime hours (~8:00 AM – 5:00 PM CT) for live training before you move to this permanent schedule. Shifting Schedule? No Shifts with Daylight Savings? Yes About Satellite Office Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of. At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces. Why You'll Love Working Here: 🌟 You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter. 🚀 You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential. 🎉 You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more. 🏢 You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best. 💼 You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact. Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of. Applicant tracking system by Teamtailor