Ecommerce Customer Support Specialist (Gorgias / Zendesk) – Remote | Dayshift | HMO + 1 Dependent

Description Position at FiltaGlobal Philippines Inc. Location: Work From Home - Greater Metro Manila Schedule: Monday to Friday, 6:00 AM - 3:00 PM PHT About the Company Our client is a passionate leader in the hair care industry, dedicated to living their values and pursuing a mission that centers on a positive, vibrant team culture. They pride themselves on fostering a supportive environment where every team member's contribution is valued and celebrated. They are now looking for an Ecommerce Customer Support Specialist to join their dynamic Marketing and CX team. Why You’ll Love Working With Us HMO healthcare for you and your 1 dependent (with COVID insurance). 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization). 13th-month bonus and Government-mandated benefits. Equipment will be provided + internet allowance. Access to work in one of our Manila-based offices. Member Wellness Program. Paid birthday leave + birthday treat. Welcome gift packs + Work anniversary gifts. Year-End Party + Christmas hamper. What You’ll Be Doing Reporting directly to the Australia-based Head of Ecommerce as part of the Marketing & CX team, you will lead customer care operations, AI self-service optimization, and support platform management. Your responsibilities will include: Manage high-touch, multi-channel customer inquiries (Email, Live Chat, Social Care) across direct-to-consumer and retail/stockist channels. Own Gorgias CX platform administration building macros, tags, routing rules, automations, and tracking SLA/CSAT metrics. Train and optimize the Gorgias AI Agent and AI Shopping Assistant tools to improve self-service accuracy and lower repeat ticket volumes. Resolve complex ecommerce order issues, returns, and logistics inquiries by collaborating with warehouse, 3PL, and internal stakeholders. Analyze customer feedback, trends, and ticket data to deliver actionable insights to Ecommerce, Marketing, and Operations teams. Conduct proactive outreach to VIP customers and brand advocates to drive retention and customer lifetime value. What You’ll Bring 2 to 4+ years of experience in Ecommerce Customer Experience, Digital Helpdesk, or Omnichannel Customer Support. Strong hands-on proficiency with Gorgias (or equivalent platforms like Zendesk or Salesforce Service Cloud). Solid background managing orders, customer accounts, and inquiries within the Shopify ecosystem. Demonstrated ability managing live chat, ticketing systems, and social care channels concurrently. Clear, warm, and empathetic written English skills with strong problem-solving skills. Bonus Points For: Experience with NetSuite ERP (order fulfillment) or Klaviyo CRM (email/SMS subscription data). Direct experience training AI-assisted customer support tools or managing Knowledge Base/Help Center content. Background in the Beauty, Haircare, Personal Care, or Retail Consumer Goods (FMCG) industries. Ready to Apply? We’re excited to meet you. Click Apply, upload your CV, and complete our brief questionnaire. Want to fast-track your application? Connect with Gizelle on LinkedIn. Important: This role is open to PH citizens only. Applications must be submitted in English. #filtacareers