Customer Support & Retention Specialist

We're looking for a passionate and driven Customer Support & Retention Specialist to join our growing e-commerce team. This is a full-time, fully remote position. You'll be the frontline voice of our brand — resolving customer issues, building lasting relationships, and turning at-risk customers into loyal advocates. All communication is handled via email.

Please ensure you have experience with email customer support, this is required.

Available Shifts (Philippines Time)
We have two shifts available — please indicate your preferred shift when applying:
• Shift 1: 5:00 PM – 12:00 AM
• Shift 2: 12:00 AM – 8:00 AM

What You'll Do
• Manage a high volume of customer email inquiries with professionalism and speed
• Proactively retain customers by identifying churn risks and offering tailored solutions
• Upsell and cross-sell products to existing customers where appropriate
• Resolve order issues, returns, refunds, and complaints with empathy and efficiency
• Maintain accurate records of customer interactions using CRM/helpdesk tools
• Meet or exceed KPIs including CSAT, retention rate, and response time
• Flag recurring issues and collaborate with the team to improve processes

Requirements
• Exceptional written English — grammar, tone, and clarity must be outstanding
• Minimum 2 years of customer support experience, preferably in e-commerce or retail
• Proven track record in customer retention or sales
• Comfortable using CRM and helpdesk platforms (e.g. Zendesk, Gorgias, Freshdesk, HubSpot)
• Strong problem-solving skills and a customer-first mindset
• Ability to work independently, manage time effectively, and meet deadlines
• Willing and able to work overnight shifts
• Reliable internet connection and a quiet, professional work setup

Nice to Have
• Experience with Shopify or other e-commerce platforms
• Background in upselling, winback campaigns, or loyalty programs

What We Offer
• Full-time, stable remote position
• Competitive salary (based on experience)
• Performance bonuses tied to retention and sales KPIs
• Supportive team environment with room to grow