Non-voice Customer Experience/Support Agent

Company Overview:
At FLAIR Fútbol, we celebrate the creative soul of football. We’re building the go-to performance brand for the next generation of ballers — and as we grow, so does our community.

That’s why we’re looking for a Customer Experience Agent who can own the frontlines, solve real problems fast, and represent the voice of the brand in every interaction. This role isn’t just about answering tickets. It’s about delivering elite-level support, turning frustrated customers into loyal fans, and keeping operations running smoothly behind the scenes.

• Base monthly rate + performance-based bonuses.
• 7 days a week | 5 hours a day
• Working hours: 11PM to 4AM Philippine Time

Job Responsibilities:
• Respond to customer inquiries across email, DMs, and support tools
• Fix address issues directly on Shopify and ensure order accuracy
• Follow up with customers to collect missing order information (e.g. name, size, location)
• Handle failed deliveries, re-shipments, and logistics concerns
• Update tracking info, send shipment confirmations, and resolve delivery exceptions
• Use macros (and good judgment) to respond fast but with a human tone
• Push company strategy & solutions
• Flag recurring bugs, complaints, or product issues to internal teams
• Maintain daily ticket handling and share weekly CX insights with management
• Encourage customers to leave Trustpilot reviews and monitor satisfaction feedback

Qualifications:
• 1+ years in eCommerce customer support (Shopify experience required)
• Strong written English — clear, relatable, and brand-aligned
• Experience using Gorgias, Commslayer, or similar support platforms
• Understands how to turn negative experiences into brand loyalty
• Reliable, detail-oriented, and independently accountable
• Can follow SOPs but knows when to adapt
• Fast internet and async readiness

HOW TO APPLY:
1. Send your CV to our hiring manager: ----------
Make sure the subject line is: CX Agent – [Your Name]
2. OLJ Profile Link
3. Include a short, updated/new customized for FLAIR intro video about yourself.
Tell us about yourself, any relevant experience, and why you’re a great fit for this role. It could make a big difference!