Customer Experience Agent

1 week ago

Cavite City, Philippines NasalFresh MD Full time

NasalFresh MD is a fast-growing direct-to-consumer health brand helping people finally breathe easier with our dual-powered sinus rinse + suction device. Customers come to us skeptical, sometimes frustrated, and often after years of failed solutions. Our CX team transforms that skepticism into trust. You’ll be their first human contact — and the voice of the brand.

What You’ll Do

  • Manage customer support tickets in Gorgias (email, chat).
  • Troubleshoot common issues, walk customers through safe usage, and process orders/refunds in Shopify .
  • Use macros smartly (personalize, never paste blindly).
  • Tag, document, and escalate issues correctly (returns, warranty, safety).
  • Continuously improve: suggest macro updates, note customer feedback trends.

What We’re Looking For

  • Critical thinker : can diagnose problems, not just copy-paste macros.
  • Strong written English : warm, clear, fluent (no “robotic BPO” tone).
  • Resilient & gritty : thrives in a fast-paced, sometimes tough CX environment.
  • Smart & resourceful : quick learner, comfortable with ambiguity.
  • Prior customer service or support experience (BPO, ecom, or SaaS).
  • Comfortable with weekend rotation.
  • Tech-ready: wired 50+ Mbps internet, backup plan, modern laptop/PC, quiet workspace.

Nice to Have

  • Gorgias, Zendesk, or other helpdesk experience.
  • Shopify familiarity.
  • Experience with ecommerce.
  • Competitive PH-market salary.
  • Performance bonuses tied to CSAT/QA.
  • Full training + certification through Gorgias Academy + NasalFresh MD onboarding.

To Apply

Please enter your info and share a bit about yourself with us below. We ask that you do not use Chat GPT or similar tools to answer these questions, as it is our hope to genuinely get to know you and the way you communicate and think We do love integrating these tools into our work though, and you'll hear plenty more about that if you join us.

Send your résumé, 3 short writing samples (customer replies), internet speed test, and a 2-min Loom (selfie video) introducing yourself + writing a reply to this sample ticket:

  • Nothing works for me. I tried other nasal irrigation devices, sprays are cheaper, why should I trust NasalFresh MD?

NasalFresh MD is an equal opportunities employer and welcomes applications from all qualified candidates.

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