Customer Support Agent For E-Commerce Brand (Full-Time | Remote)

Work from home | Long?term role | $5/hour (USD)

Schedule: 50 hours/week | Time zones: US or PH (assigned by Seerstone)

About the Role
Seerstone Inc. is hiring an experienced Customer Support Agent to take ownership of customer tickets across all channels. You’ll respond with clarity and empathy, resolve issues efficiently, and keep conversations neatly documented. You will report to our Customer Support Manager.

Responsibilities (100% ticket?focused)
• Handle customer tickets across all active channels (email, live chat, and others we use).
• Follow our SOPs, macros, and tagging rules for consistent, accurate replies.
• Meet or beat SLAs for first response and resolution times.
• Document clear internal notes; keep statuses, tags, and fields up to date.
• Escalate edge cases or policy exceptions to the CS Manager when needed.
• Close the loop: confirm resolution and ensure a positive customer outcome.

Must?Have Qualifications
• 3+ years as a hands?on customer support agent (ticket/case?based work).
• Excellent written English: clear, friendly, and concise.
• Proven reliability with schedule adherence and follow?through.
• Comfortable working $5/hour (USD), full?time (40 hrs/week).
• Flexibility to work either US or PH time zone (schedule set by Seerstone).
• Reliable computer, stable high?speed internet, and a quiet workspace.
• Proficiency with modern helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk). Gorgias experience is a plus.

Nice to Have
• eCommerce/DTC experience (orders, refunds, replacements, tracking, basic troubleshooting).
• Familiarity with AI assistants for drafting/polishing replies.
• Solid grasp of ticket hygiene and quality standards (CSAT, FRT, reopens).

What Success Looks Like
• Consistently meets SLA targets for First Response and Resolution Time.
• High QA scores for tone, accuracy, and policy adherence.
• Strong CSAT and low reopen rates.
• Clear documentation and reliable attendance.

Schedule
• Full?time (40 hours/week).
• Work hours will be assigned in US or PH time zone based on company needs.

How to Apply
Please submit all three items below. Applications missing any item may not be considered.
• Resume (PDF)
• Include relevant roles, channels handled (email/chat/etc.), tools used (e.g., Gorgias), and any measurable outcomes (CSAT, FRT, AHT).
• Short Video Introduction (2–3 minutes)

Tell us about:
• Your background in customer support and the channels you’ve covered
• The helpdesk tools you’ve used (any Gorgias experience is a plus)
A• brief example of a difficult ticket you resolved and how you approached it
(Upload to Loom/Drive/YouTube as “unlisted” and share the link.)
• Short Written Answer (1–2 paragraphs)
• Prompt: What’s the toughest customer ticket you’ve handled recently, and how did you resolve it? What would you do differently next time?
• How to submit: via Onlinejobs platform.