Customer Service Representative, Health & Beauty E-Commerce (Full-Time, Remote)

READ THIS FULLY BEFORE APPLYING.

ABOUT US
We are a fast-growing health and beauty e-commerce brand selling direct-to-consumer across Australia, New Zealand, the UK, Canada, and the United States. We run paid ads aggressively across Facebook and Instagram and we are scaling hard. Every customer who buys from us trusted us with their money. We take that seriously, and we need someone who does too.
We are looking for one reliable, full-time Customer Service Representative to own our customer experience long-term. This is not a temporary gig. We want someone who genuinely cares about customers and wants to grow with us.

THIS ROLE IS NOT FOR YOU IF:
Your written English is not clear, warm, and professional
You copy-paste template replies and call it done
You go quiet when something goes wrong
You have no experience with e-commerce customer support
You cannot commit to 40 hours per week, Monday to Friday
You submit an AI-generated application. We will know, and it is an immediate disqualification

WHAT YOU WILL OWN:

1. Customer Service (your #1 priority)

Respond to customer emails and Instagram and Facebook ---------- promptly and professionally
Handle order questions, product questions, shipping enquiries, and complaints
Keep response times fast and tone on-brand. Human, warm, never robotic
De-escalate upset customers with empathy and resolve issues within the boundaries we set
Escalate anything outside your authority. You will never promise compensation without approval

2. Order Management

Monitor orders through Shopify and flag problems early
Coordinate with our team on delays, missing items, or fulfilment issues
Spot shipping problems and escalate them immediately. Bad news early is good news, silence is not acceptable

3. Refunds and Complaints

Process refunds and resolutions within our defined process
Handle complaints using our templates and guidelines
Log recurring issues so we can fix root causes, not just symptoms

4. Reporting

Provide a simple weekly summary covering support volume, common complaints, and anything worth our attention
Keep tickets organised so patterns are visible and nothing gets buried

Note: As we grow, this role may expand to include live chat and phone support.

YOU ARE A FIT IF:
You have 1+ years of customer service experience, ideally in e-commerce
Your written English is excellent. Clear, warm, and professional
You stay calm with frustrated customers and solve problems without arguing
You are organised, reliable, and follow systems without needing to be chased
You flag issues early and communicate proactively
You use judgment. You know the rules and you know when a little nuance keeps a customer happy
You are comfortable with Shopify for order management, or a fast learner
You are available Monday to Friday, 8:00 AM to 5:00 PM Philippine Time
Experience with subscription-based e-commerce brands is a bonus

TOOLS:
Gmail (primary, required)
Shopify (required or fast learner)
Commslayer experience is a bonus

WHAT WE OFFER:

$4.00 USD per hour to start, with real earning potential as you grow with us
Full-time, 40 hours per week, Monday to Friday
Payment via Wise
A long-term role where strong performance is recognized and rewarded
A small, focused team where your work directly impacts the brand

HOW TO APPLY:
Start your application with the word RADIANCE. Applications that do not include it will not be opened.
Then include the following:

A short intro. Who you are and your relevant customer service experience
A list of at least 3 e-commerce brands you have worked with, including their website URLs and what your role involved at each
Tools you have used. Shopify, Gmail, Commslayer, helpdesk tools, etc.
Your answer to this: A customer emails angry that their order is 7 days late and has not shipped yet. Write the reply you would send them.

Incomplete applications will not be reviewed. If you read this far and you know this is you, apply now.