Customer Support Rep (Email)

Join a dynamic, global e-commerce brand revolutionizing sleep health.

About Us:
We are a global sleep e-commerce brand with a mission to improve sleep quality for people around the world. Our core products include Mouth Tape and Nasal Strips, designed to enhance breathing and sleep. We primarily serve customers in the United States, and our business thrives on providing excellent customer experiences.

Job Overview:
We’re seeking a detail-oriented Customer Support Agent to manage customer inquiries and ensure timely resolutions across multiple platforms. This role is dynamic and requires adaptability to new tools, processes, and evolving customer needs.

Key Responsibilities:
Monitor and manage the support inbox and respond to each customer email inquiries.
Handle disputes by submitting appropriate documentation and offering customer resolutions when necessary.
Issue refunds, store credits, and partial refunds in accordance with company policies and customer satisfaction guidelines.
Update customer records and tickets in the CRM dashbord to ensure accurate records and follow-up processes.
Address shipping issues by coordinating with our 3PL in slack and via Shiphero, ensuring accurate and timely resolutions.
Maintaining high-quality standards for email responses.
Escalating issues to appropriate teams when needed.
Communicate with the team via Slack to stay updated on changes in processes or policies.

Background Qualifications:
Strong written communication skills.
Ability to multitask and work under pressure.
2+ years of experience in customer support (e-commerce preferred).
Experience using CRM, eCommerce, and logistics tools/platforms.
Ability to follow SOPs and adapt to new workflows and tools.
High attention to detail and excellent problem-solving skills.

Requirements:
Own a reliable computer/laptop with a stable internet connection.
Availability to work in U.S. time zones (EST/PST).
Willingness to undergo product and process training.
Must be able to attend a video interview and provide references.


Compensation & Benefits:
30,000 PHP per month + bonus/incentives
13th month salary
Opportunities for growth within the company.
Flexible and supportive work environment.


Why Join Us?
You’ll be part of a growing global brand that values innovation, teamwork, and customer satisfaction. If you’re a self-starter with a passion for providing exceptional support, we’d love to have you on our team!


How to Apply
Please fill out Google form ---------- /forms/d/e/1FAIpQLSe3qqTOUdArn9FVMiRKG6pdt_OsvM2KbzTq2UR-NzTPgC9mEQ/viewform?usp=header
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