Senior Customer Service

Senior Customer Service & Support Specialist (eCommerce Brands) Location: Remote (Philippines) | Employment Type: Full-Time | Salary Range: $1000-$1200 per month | Reports To: HR/CS Director About Pearl West Group Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence. We’re looking for a Customer Service Associate who thrives in a fast‑paced, dynamic environment and can deliver exceptional customer experiences with empathy, speed, and precision. Role Overview As a Senior Customer Service & Support Specialist you’ll be the first point of contact for our customers—resolving issues, answering questions, and ensuring each interaction reflects our brand’s tone and values. You’ll manage communication across email, chat, and social channels, providing real‑time, customer‑centric support that balances empathy with efficiency. Key Responsibilities Respond promptly and professionally to customer inquiries via email, chat, and social media (Instagram, TikTok, Facebook, FreshDesk, etc.) Provide real‑time, empathetic, and solution‑oriented support while maintaining consistent brand tone and service standards Handle returns, exchanges, refunds, order modifications, subscription management, and product inquiries across multiple sales channels (e.g., brand websites, Amazon, TikTok Shop, Walmart) using connected fulfillment and order management tools Manage subscription changes, cancellations, renewals, and billing inquiries Coordinate with 3PL partners and internal teams to resolve fulfillment, shipping, or product quality issues quickly Manage multiple customer conversations simultaneously while maintaining accuracy, composure, and professionalism Update and refine help desk macros, FAQs, and canned responses for clarity and consistency Identify recurring customer pain points and share actionable insights with CX, Operations, and Marketing teams Track and report daily support performance metrics (response time, resolution rate, CSAT/NPS and other productivity measures) Non‑Negotiable Requirements (Plug‑and‑Play Skills) Minimum 2 years in DTC or eCommerce customer service, ideally across multiple marketplaces or brand platforms Proficiency in Shopify, Amazon Seller Central, TikTok Shop Seller Center, and a modern helpdesk system (e.g., Zendesk, Freshdesk, Help Scout) Exceptional written English—clear, empathetic, and brand‑aligned Proven ability to handle multiple tickets/chats simultaneously, stay composed under pressure, and maintain attention to detail High personal integrity, self‑discipline, and reliability—able to perform at a high level in a non‑micromanaged, trust‑based environment Able to work 8‑hour shifts, including weekends or holidays based on business needs; Core work shift is Tues‑Sat 4am‑12nn PHT Proven track record of meeting or exceeding CSAT and response time KPIs and result‑oriented Customer‑obsessed, calm under pressure, proactive, and solution‑oriented mindset Preferred / Nice‑to‑Have Skills Experience with Slack, ClickUp, Shopify, Amazon Seller Central, TikTok Seller Central, OrderDesk, ShipBob, Google Suite Familiarity with Recharge, StayAI, or similar subscription platforms Understanding of Amazon, TikTok Shop, and Walmart order workflows Experience working with 3PL systems and reverse logistics processes Experience improving FAQ pages, help centers, or response templates Knowledge of CSAT, NPS, response time, and resolution KPIs Typing speed 40wpm with at least 95% accuracy Empathy, adaptability, problem‑solving, proactive, and ownership mentality Performance Metrics (Success in the Role) Average First Response Time: < 24 hours Customer Satisfaction (CSAT): 90%+ Ticket Resolution Rate: > 90% within SLA Customer Retention Impact: Ability to turn issue resolutions into repeat purchase opportunities Why Join Pearl West Group Collaborate with a team of top‑tier eCommerce operators scaling multiple consumer brands Fully remote role with modern tools and supportive leadership Exposure to DTC and omnichannel operations across Amazon, TikTok, and Shopify ecosystems Competitive compensation and performance‑based bonuses Work in a results‑driven, trust‑based environment where integrity and ownership are valued as highly as performance Application Process Submit your resume Initial interview by the HR Team Online assessment Final interview by the Hiring Manager #J-18808-Ljbffr