Customer Support Agent - E-commerce / DTC

Position Overview

We are seeking a customer-oriented Customer Support Agent experienced in supporting Direct-to-Consumer (DTC) e-commerce brands. As the first point of contact, you will assist customers by resolving queries on orders, shipping, returns, refunds, and products while ensuring a personalized and positive experience.

Working Conditions

• Fully remote role based in the Philippines.
• Full-time schedule during US business hours.
• Monthly salary ranging between USD 700 and 800, based on experience.

Primary Responsibilities

• Respond to customer questions via email and support platforms.
• Support customers with order tracking, shipping issues, returns, refunds, exchanges, and product inquiries.
• Handle order modifications and cancellations as necessary.
• Investigate delivery problems and collaborate with teams to find prompt solutions.
• Apply company policies regarding refunds, replacements, and customer identity verification.
• Escalate complex or sensitive customer cases when required.
• Maintain detailed and accurate customer records and ticket documentation.
• Provide empathetic, professional, and timely customer service meeting quality and response time targets.

Required Qualifications

• Minimum of two years’ experience in customer support within a DTC e-commerce setting.
• Experience assisting customers of Shopify-based brands.
• Excellent written English skills with attention to grammar and detail.
• Strong analytical, problem-solving, and critical thinking abilities.
• Capacity to multitask and prioritize in a fast-paced environment.
• Ability to work independently and collaborate with a remote team.
• Reliable internet connection and a dedicated workspace at home.
• Availability to work full-time during US business hours.

Preferred Skills

• Familiarity with Richpanel or related customer support tools such as Gorgias, Zendesk, or Freshdesk.
• Background in handling order management, shipping concerns, refunds, and chargebacks.
• Experience managing support for multiple brands, adapting to varying brand voices and policies.

Technology and Tools

• Richpanel
• Shopify
• Slack
• Google Sheets

Success Metrics

• Consistently high customer satisfaction scores.
• Meeting or exceeding service level agreement response times.
• Accurate and comprehensive support ticket documentation.
• Efficient and professional resolution of customer issues.
• Effective collaboration with internal teams to enhance customer experience.