Ecommerce Customer Support Specialist

7 hours ago

Antipolo, Philippines Sereni Full time

For Fast-Growing 7-Figure Brand (Shopify eCom) Do you love making customers feel heard, happy, and loyal? Do you handle angry emails like a pro – calm, clear, and solution-focused? Are you the kind of person who writes updates before we ask? If yes, keep reading. Who We Are We’re Sereni – a fast-scaling brand helping overwhelmed parents support their kids with ADHD, anxiety, and sensory challenges. Our mission is simple: Make our customers’ lives easier. From the first comment to the last refund, your job is to make them feel safe, understood, and supported. What You’ll Be Doing Replying to Customer Emails (around 15 per day) Pre-Purchase Questions: How does the product work? Act like a salesperson and guide them to purchase. Post-Purchase Questions: Where is my order? Can I get a refund? Reduce disputes and keep customers happy. Replying to comments on FB/IG ads – help hesitant customers feel confident buying. Communicating with our 3PL (lost packages, address changes, etc.). Monitoring Shopify, PayPal, Stripe, and Chargeblast disputes (win as many as possible). Sending a daily update so we always know what’s going on (REQUIRED). Answering phone calls from customers during your shift (mainly order or delivery questions). If a call is missed, follow up by text when you’re online. Qualifications 5+ years in customer support. 3+ years in eCommerce (Shopify preferred). Experience using Re:amaze, Zendesk, or similar tools. Ability to work fixed USA business hours (roughly midnight to 4 PM Philippines time), Tuesday–Sunday. You’re able to write like a real person – replies should sound human and not AI-generated. 4 hours/day to start (Monday–Friday), working USA business hours. Opportunity to scale to full-time in 1–2 months. Competitive monthly pay in USD based on experience. Referrals increase your chances of interviewing at Sereni by 2x. Get notified about new Customer Support Specialist jobs in Philippines. #J-18808-Ljbffr

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