senior Customer Service & support specialist (ecommerce brands)Pearl West

Location: Remote (Philippines)
Employment Type: Full-Time
Salary Range: $1000-$1200 per month
Reports To: HR/CS DirectorAbout Pearl West GroupPearl 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 OverviewAs 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.This is a plug-and-play role for someone with prior DTC and marketplace support experience who can multi-task, think critically under pressure, and operate independently in a high-volume environment.We operate in a trust-based culture-our ideal teammate is self-motivated, accountable, and guided by integrity, thriving without the need for micromanagement.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 (third-party fulfillment providers) 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)CategoryRequirementExperienceMinimum 2 years in DTC or eCommerce customer service, ideally across multiple marketplaces or brand platformsPlatformsProficiency in Shopify, Amazon Seller Central, TikTok Shop Seller Center, and a modern helpdesk system (e.g., Zendesk, Freshdesk, Help Scout)CommunicationExceptional written English-clear, empathetic, and brand-alignedMultitasking & Pressure HandlingProven ability to handle multiple tickets/chats simultaneously, stay composed under pressure, and maintain attention to detailIntegrity & AccountabilityHigh personal integrity, self-discipline, and reliability - able to perform at a high level in a non-micromanaged, trust-based environmentAvailabilityAble to work 8-hour shifts, including weekends or holidays based on business needsCore work shift is Tues-Sat 4am-12nn PHTPerformance-DrivenProven track record of meeting or exceeding CSAT and response time KPIs and result-orientedMindsetCustomer-obsessed, calm under pressure, proactive, and solution-orientedPreferred / Nice-to-Have SkillsCategoryDesirable Skills or ExperienceToolsExperience with Slack, ClickUp, Shopify, Amazon Seller Central, Tiktok Seller Central, OrderDesk, ShipBob, Google SuiteSubscriptionsFamiliarity with Recharge, StayAI, or similar subscription platformsMarketplace KnowledgeUnderstanding of Amazon, TikTok Shop, and Walmart order workflowsFulfillment KnowledgeExperience working with 3PL systems and reverse logistics processesCX OptimizationExperience improving FAQ pages, help centers, or response templatesMetrics AwarenessKnowledge of CSAT, NPS, response time, and resolution KPIsTyping speed40wpm with at least 95% accuracySoft SkillsEmpathy, adaptability, problem-solving, proactive and ownership mentalityPerformance 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
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Pearl West

Philippines
US$1,000-1,200 per month
Permanent
Full-time