Customer Support Agent (E-commerce / DTC)

Customer Support Agent (E-commerce / DTC)

Location: Remote (Philippines)
Schedule: Full-time | US Business Hours
Compensation: USD $700–$800/month, depending on experience
Reports to: Customer Support Manager

About the Role

We're looking for a customer-focused Customer Support Agent with proven experience supporting Direct-to-Consumer (DTC) e-commerce brands. You'll be the first point of contact for customers, helping resolve inquiries related to orders, shipping, returns, refunds, and products while delivering a positive, personalized experience.

This role is ideal for someone who thrives in a fast-paced environment, communicates exceptionally well in English, and enjoys solving problems while representing multiple consumer brands.

What You'll Do

* Respond to customer inquiries through email and support platforms.
* Assist customers with order status, shipping concerns, returns, refunds, exchanges, and product questions.
* Process order modifications and cancellations when applicable.
* Investigate delivery issues and coordinate with internal teams to reach timely resolutions.
* Follow company policies for refunds, replacements, and customer verification.
* Escalate complex or sensitive cases when necessary.
* Maintain accurate customer records and ticket documentation.
* Deliver empathetic, professional, and efficient customer service while meeting response time and quality standards.

What We're Looking For

Required Qualifications

* At least 2 years of customer support experience in a Direct-to-Consumer (DTC) e-commerce environment.
* Experience supporting customers for Shopify-based brands.
* Excellent written English with strong attention to grammar and detail.
* Strong problem-solving and critical-thinking skills.
* Ability to manage multiple conversations and priorities in a fast-paced environment.
* Comfortable working independently while collaborating with a remote team.
* Reliable internet connection and a dedicated home office setup.
* Available to work full-time during US business hours.

## Preferred Qualifications

* Experience using **Richpanel** or similar customer support platforms (e.g., Gorgias, Zendesk, Freshdesk).
* Experience handling order management, shipping issues, refunds, and chargeback-related inquiries.
* Comfortable supporting multiple brands with different brand voices and policies.

## Tools You'll Use

* Richpanel
* Shopify
* Slack
* Google Sheets

## Success in This Role

You'll be successful if you consistently:

* Deliver high customer satisfaction.
* Meet or exceed SLA response times.
* Maintain accurate and complete ticket documentation.
* Resolve customer concerns efficiently and professionally.
* Collaborate effectively with internal teams to create an excellent customer experience.

## Compensation & Benefits

* **USD $700–$800 per month**, depending on experience.
* Fully remote position.
* Full-time employment.
* Opportunity to support fast-growing DTC e-commerce brands.

Apply through this link: ----------