DTC Customer Success Agent who builds trust and keeps subscribers

Rotating Shifts · Full-Time · Remote, Philippines · $5/hour + Performance Bonuses
 
We are a fast-growing DTC supplement brand providing 24/7 support to subscription customers worldwide.
 
We are looking for a reliable, customer-focused Customer Success Agent who understands that great support is not just about answering tickets. It is about solving problems, building trust, and giving customers a reason to stay.
 
Every conversation matters. Every issue you resolve protects the customer relationship and strengthens the brand.
 
What You’ll Actually Do
- Handle customer inquiries through email, live chat, and social media.
- Support customers with orders, shipping, returns, refunds, subscriptions, and complaints.
- Help retain subscribers by understanding their concerns and preventing avoidable cancellations.
- Follow SOPs and brand guidelines while using good judgment to find the right solution.
- Escalate complex cases, maintain accurate records, and encourage satisfied customers to share genuine reviews.
 

What we're looking for
- At least one year of customer support experience. Experience with DTC, subscription, or supplement brands is a plus.
- Clear, friendly, and professional written English.
- Reliable availability for rotating shifts, including nights and weekends.
- Stable internet, a backup connection, and a quiet workspace.
- A calm and proactive problem-solver who takes ownership, communicates clearly under pressure, and looks beyond the customer’s initial request to understand what they really need.
 
You’ll Be a Strong Fit If You
Show up on time, take responsibility for your work, and care about giving customers a great experience. You follow processes, but you also know how to think beyond a scripted answer. You stay calm during busy periods, communicate clearly, and work independently without constant supervision.
 
This Role Is Not for You If You
Cannot reliably work night and weekend shifts, are often late or absent, have weak written English or unreliable internet, need constant supervision, or go silent when things get busy.
 
 

The Deal
- Full-time rotating schedule: Supporting 24/7 operations, including nights and weekends, with planned weekends off.
- Starting rate: $5 per hour.
- Performance bonuses: Additional rewards based on individual and team results.
- Paid trial: Opportunity to move into a long-term full-time position after successful completion.
- Paid vacation: Provided after the trial according to the applicable local policy.
- Long-term growth: Build your career with a fast-growing international eCommerce brand.

Recruitment Process
- Interview with our HR team.
- Interview with our Department Manager.
- Final decision and offer.
 

How to Apply
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