E-Commerce Customer Experience & Operations Specialist

Company: Sleep Cult
Location: Remote, Philippines
Type: Part-time to start, with path to full-time
Schedule: Part-time for the first 1–2 months, with the goal of moving full-time if there is a strong fit
Compensation: Based on experience, availability, and agreed hours


About Sleep Cult

Sleep Cult is a new premium sleep brand built for people who are done with mediocre sleep and bland, same-sounding mattress companies.

The brand is dark, confident, and culturally sharp. The product is serious, and the customer experience needs to be just as strong.

This is an early-stage role with room to grow. The founder has already built and grown a successful Canadian mattress brand, so you’ll be joining a startup with real category experience behind it. Tons of Opportunity here!

Check us out on ----------


About the Role

We’re looking for a remote e-commerce customer experience and operations specialist to help build and run the customer experience side of Sleep Cult.

You’ll start part-time for the first 1–2 months. During this phase, you’ll learn the brand, help organize customer support systems, draft templates, improve FAQs, set up trackers, and support launch operations.

If there is a strong fit, the role may transition into full-time.

This is not just a basic customer support role. We’re looking for someone organized, thoughtful, and systems-minded who can help make the business easier to run over time.


What You’ll Help With

Customer support emails and pre-purchase questions
Shopify order checks and customer follow-ups
Shipping and tracking updates
Basic returns, exchanges, and issue handling
Customer service templates and saved replies
SOPs, FAQ content, and internal documentation
Order and issue tracking
Daily or weekly reporting on common questions and issues
Suggestions to improve the customer experience and reduce repeat problems
As the company and roles progress you will work with our automation engineer to create systems that automate these workloads. Then you will be responsible for managing that system, improving it, and dealing with things that don't fit the automations.


What We’re Looking For

Have excellent written English
Have e-commerce customer support experience
Have worked with Shopify or similar tools
Has worked with AI and has a keen interest in these tools
Are organized and detail-oriented
Can write clearly and professionally
Stay calm with frustrated customers
Can follow instructions but also think independently
Like improving systems and documenting processes
Notice recurring issues and suggest better ways to handle them
Want to grow into a larger role over time

Experience with Shopify, Gorgias, Zendesk, Freshdesk, Google Sheets, order tracking, returns, logistics, SOPs, or e-commerce operations is a plus.

Compensation & Growth

This role starts part-time for the first 1–2 months, with the goal of moving full-time if there is a strong fit.

Compensation during the part-time phase will be based on experience, availability, and agreed hours.

After moving full-time, there will be a performance review after 3 months of full time.

At that review, the tea ---------- mber may be eligible for a one-time performance bonus of up to USD $1,000, approximately ?61,500 PHP, if Sleep Cult is actively selling, the business is progressing well, and the tea ---------- mber has made a strong contribution.

After this review period, the tea ---------- mber will become eligible for an ongoing performance bonus structure tied to performance, ownership, business progress, and contribution to Sleep Cult’s growth. This bonus is paid yearly and can be up to 50% of their annual salary.

How to Apply

Please send:

Your relevant experience in e-commerce, customer support, Shopify, operations, or logistics
A short note on why this role interests you
Your availability and preferred working hours
Your expected compensation for the part-time phase

Bonus points if you include a short example of how you would reply to this customer message:

“Hi, I placed my order a few days ago but haven’t received tracking yet. Can you tell me what’s going on?”