Customer Service & Affiliate Manager (Remote)

Customer Service & Affiliate Manager (Remote)


About Us:
We’re a growing eCommerce startup based in the USA, specializing in hemp/cannabis products. We started in 2023, and our small team includes 4 people in the States and one part-time tea ---------- mber in the Philippines. We’re all about providing top-notch customer service and building strong affiliate/influencer relationships through social media. As we expand, we’re looking for a flexible, independent person to join us in a remote role that wears many hats.


Role Overview:
As our Customer Service & Affiliate Manager, you'll be the go-to person for both our customers and affiliates, offering great service and helping us grow our affiliate program. Your main focus will be answering phone calls and messages from customers and affiliates, solving problems, and providing support. You'll also play a key role in expanding our affiliate program by reaching out to new creators and influencers and managing communications with current affiliates.


Key Responsibilities:
- Answer customer inquiries, mostly over the phone, with a focus on solving problems and providing outstanding service.
- Manage and support our affiliates, including outreach, onboarding, and answering any questions.
- Use Zendesk to handle customer service tickets and communications.
- Help grow our affiliate program by reaching out to influencers on social media, introducing them to our products, and assisting with onboarding.
- Stay flexible and be ready to adapt as the company evolves.


What We’re Looking For:
- Mission-Driven Phone Skills (Always Answer the Call): When customers reach out, you’re there to help. Whether they're frustrated or in need, you’ll always be there to answer to provide calm, professional support.
- Independence & Flexibility: Things move fast at a startup, so we need someone who can adapt quickly and take charge without needing constant guidance. You will need to make decisions on your own quite often. You found our secret message: Please title your response "THC Shop is the best!" so we can quickly find the amazing applicants who took the time to read through this entire application!)
- Zendesk Experience (preferred, but not required): If you’ve used Zendesk before, great! If not, we’ll train you.
Affiliate Outreach & Onboarding Experience: If you’ve done any influencer management or outreach to creators, that’s a big plus.
- Positive Attitude: You should be able to handle tough situations & distressed customer while keeping a friendly, empathetic tone.


Schedule:
Hours: 40 hours/week
Shift: 7 AM - 3 PM (Philippine time) Monday - Friday
You’ll have flexibility within the workday as long as calls and tasks are being handled.


Perks & Benefits:
-Training: We’ll make sure you’re fully trained on our systems and processes.
-Trial Period: We’ll start with a 2-week trial to make sure it’s a good fit for both of us.
-Paid Time Off: After 90 days of employment, you’ll get 10 paid days off each year.
-Remote & Flexible: Work from anywhere in the Philippines, with flexibility in your day, as long as your tasks are completed, and all phone calls are answered.


Why Join Us?
We’re a young, fun team that values independence and creativity. You’ll have the freedom to work on your own schedule but will also be expected to take ownership of your role and get results. If you’re excited about growing with a startup, this could be a great long-term opportunity for you.


Ready to Join Us?
We would LOVE to welcome you to our team. Send us your application and include a 30-second voice sample answering the following:
1. Your experience with phone calls and customer service.
2. How you can help us grow our affiliate program.
Please also include a screenshot of your internet speed. Thank you, we can't wait to welcome you to our team!