Customer Experience Lead – Fashion Ecommerce

Staff Pilot; Metro Manila; Remote; PHP 754,000 - 1,131,000; Full time

Job summary

Staff Pilot seeks a virtual assistant to own customer service for a growing Australian fashion brand. You will handle email and live chat, process returns and refunds, and coordinate with the design team for product details to ensure quick, accurate responses.

Working primarily across Shopify and RichPanel, you’ll maintain the brand voice, manage order changes, and contribute to a knowledge base while supporting occasional international expansion efforts.

Qualifications

• Hands-on Shopify experience and ability to edit orders, process refunds and answer product questions.
• Customer service experience with ecommerce brands selling to consumers at volume.
• Strong written English with brand-consistent tone in customer communications.
• Good judgment for returns and goodwill gestures, knowing what to approve.
• Comfort working across two systems (helpdesk and Shopify) while chat is open.
• Reliable internet with backup connection and power.

Responsibilities

• Email support: manage the customer service inbox in RichPanel, answer sizing, fit, fabric, delivery, orders and returns in the brand's voice.

Skills

Shopify

Customer service

Strong written English

Good judgment

Multi-system proficiency

Tools

RichPanel

Shopify

Zendesk

Gorgias

Freshdesk

Tidio

Job description

Staff Pilot seeks a virtual assistant to own customer service for a growing Australian fashion brand. You will handle email and live chat, process returns and refunds, and coordinate with the design team for product details to ensure quick, accurate responses.

Working primarily across Shopify and RichPanel, you’ll maintain the brand voice, manage order changes, and contribute to a knowledge base while supporting occasional international expansion efforts.