Senior Customer Service & Support Specialist (eCommerce Brands)

Remote

Full Time

Mid Level

Location: Remote (Philippines)
Employment Type: Full-Time
Salary Range: $1000-$1200 per month
Reports To: HR/CS Director

About Pearl West Group

Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence. We’re looking for a Customer Service Associate who thrives in a fast-paced, dynamic environment and can deliver exceptional customer experiences with empathy, speed, and precision.

Role Overview

As a Senior Customer Service & Support Specialist you’ll be the first point of contact for our customers—resolving issues, answering questions, and ensuring each interaction reflects our brand’s tone and values. You’ll manage communication across email, chat, and social channels, providing real-time, customer-centric support that balances empathy with efficiency.

This is a plug-and-play role for someone with prior DTC and marketplace support experience who can multi-task, think critically under pressure, and operate independently in a high-volume environment.

We operate in a trust-based culture—our ideal teammate is self-motivated, accountable, and guided by integrity, thriving without the need for micromanagement.

Key Responsibilities

Respond promptly and professionally to customer inquiries via email, chat, and social media (Instagram, TikTok, Facebook, FreshDesk,etc.)
Provide real-time, empathetic, and solution-oriented support while maintaining consistent brand tone and service standards
Handle returns, exchanges, refunds, order modifications, subscription management, and product inquiries across multiple sales channels (e.g., brand websites, Amazon, TikTok Shop, Walmart) using connected fulfillment and order management tools
Manage subscription changes, cancellations, renewals, and billing inquiries
Coordinate with 3PL partners (third-party fulfillment providers) and internal teams to resolve fulfillment, shipping, or product quality issues quickly
Manage multiple customer conversations simultaneously while maintaining accuracy, composure, and professionalism
Update and refine help desk macros, FAQs, and canned responses for clarity and consistency
Identify recurring customer pain points and share actionable insights with CX, Operations, and Marketing teams
Track and report daily support performance metrics (response time, resolution rate, CSAT/NPS and other productivity measures)

Non-Negotiable Requirements (Plug-and-Play Skills)

Category	Requirement
Experience	Minimum 2 years in DTC or eCommerce customer service, ideally across multiple marketplaces or brand platforms
Platforms	Proficiency in Shopify, Amazon Seller Central, TikTok Shop Seller Center, and a modern helpdesk system (e.g., Zendesk, Freshdesk, Help Scout)
Communication	Exceptional written English—clear, empathetic, and brand-aligned
Multitasking & Pressure Handling	Proven ability to handle multiple tickets/chats simultaneously, stay composed under pressure, and maintain attention to detail
Integrity & Accountability	High personal integrity, self-discipline, and reliability — able to perform at a high level in a non-micromanaged, trust-based environment
Availability	Able to work 8-hour shifts, including weekends or holidays based on business needs Core work shift is Tues-Sat 4am-12nn PHT
Performance-Driven	Proven track record of meeting or exceeding CSAT and response time KPIs and result-oriented
Mindset	Customer-obsessed, calm under pressure, proactive, and solution-oriented

Preferred / Nice-to-Have Skills

Category	Desirable Skills or Experience
Tools	Experience with Slack, ClickUp, Shopify, Amazon Seller Central, Tiktok Seller Central, OrderDesk, ShipBob, Google Suite
Subscriptions	Familiarity with Recharge, StayAI, or similar subscription platforms
Marketplace Knowledge	Understanding of Amazon, TikTok Shop, and Walmart order workflows
Fulfillment Knowledge	Experience working with 3PL systems and reverse logistics processes
CX Optimization	Experience improving FAQ pages, help centers, or response templates
Metrics Awareness	Knowledge of CSAT, NPS, response time, and resolution KPIs
Typing speed	40wpm with at least 95% accuracy
Soft Skills	Empathy, adaptability, problem-solving, proactive and ownership mentality

Performance Metrics (Success in the Role)

Average First Response Time: < 24 hours
Customer Satisfaction (CSAT): 90%+
Ticket Resolution Rate: > 90% within SLA
Customer Retention Impact: Ability to turn issue resolutions into repeat purchase opportunities

Why Join Pearl West Group

Collaborate with a team of top-tier eCommerce operators scaling multiple consumer brands
Fully remote role with modern tools and supportive leadership
Exposure to DTC and omnichannel operations across Amazon, TikTok, and Shopify ecosystems
Competitive compensation and performance-based bonuses
Work in a results-driven, trust-based environment where integrity and ownership are valued as highly as performance

Application Process

Submit your resume
Initial interview by the HR Team
Online assessment
Final interview by the Hiring Manager

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