Customer Support Specialist

Customer Support Specialist - BT0047 - Manila About the client Our client is a fast-growing DTC (Direct to Consumer) brand within the dental care space that is revolutionizing how dental products are produced, removing all the traditional barriers and letting customers order directly from our client’s labs. Our client is looking to grow with exceptional superstars who are passionate about what they do and have the right attitude. About the role We want a detail-oriented independent self-starter who loves helping customers solve their problems throughout their purchase journey with us. You are someone who is willing to invest time in understanding our product, how it works, and why it’s so important for our customers to get the right dental care product to ensure healthy teeth. You’re also willing to deeply troubleshoot more complex customer concerns as it relates to their dental product. You’ll be at the front line in communication and the voice of our brand, helping answer pre-sales and post-sales queries through email, chat, and social media. You’ll also be responsible for managing the day-to-day of our e‑commerce operations which would include coordinating customer orders, fulfilling and managing shipments through our logistics partners, and maintaining the customer database used by our Lab team. You'll also be multitasking and wearing different hats, including reporting, data-related, and executive assistant-related tasks for the company's two co-founders. What you’ll be doing Helping our customers through our various support channels and guiding them through our product journey (pre and post purchase) Support more complex “Tier 2” customer service issues involving their custom made dental product by understanding our product deeply and collaborating with team members via Slack Communicate with customers in a conversational style that’s friendly and helpful, yet credible, concise, and informative at the same time Managing orders with our e‑commerce system on‑time and accurately, including processing orders, fulfilling orders and coordinating orders with our lab department Update our customer database and maintain real‑time accuracy to ensure the lab team has the most current information Support other e‑commerce‑related efforts (marketing, analytics, reporting, etc) Helping the founders with their executive assistant day‑to‑day tasks and calendar management Overcommunicate with the team through Slack and ensure all the information is extremely accurate and circulated to all stakeholders Who are we looking for? 3+ years of proven experience in customer service roles for e‑commerce Extremely detail‑oriented and highly organized Highly flexible and adaptable; no job is beneath you Strong multi‑tasker and great with moving parts and multiple balls in the air. Doesn’t drop the ball and has strong pride and ownership in your work Good critical thinking and problem‑solving skills (ability to dive deep into a customer support issue) Notices errors, glitches, and things that may fall through the cracks Excellent writing skills - able to communicate concepts and information clearly and concisely (excellent spelling and grammar are a must) Experience with Airtable, Shopify, Gorgias, and Slack are a plus (or other similar platforms) Position Customer Care Specialist Remote Status Fully Remote Preferred Location Pakistan Working Hours 8 am to 5 pm EST Holidays 20 PTO days per year (Can be used for US or local holidays, etc. and accumulates over the year.) Salary Peso 35,000 to Peso 45,000 per month Internal Job ID BT0047-Manila Seniority level Mid‑Senior level Employment type Full‑time #J-18808-Ljbffr