Customer Service Assistant (Philippines, Remote)

GrowthAssistant, LLC; Philippines; Remote; PHP 300,000 - 450,000; Full time

Benefits offered by this job

Fully Remote

Health Coverage

7 Paid Holidays

Parental leave

Anniversary bonus

Referral bonus

Job summary

GrowthAssistant, LLC in the Philippines is hiring a Customer Service Assistant for a direct-to-consumer brand. You will deliver empathetic email support, resolve returns and shipping issues, and help identify patterns in customer feedback, all in a high-volume environment.

You should have 2+ years CX experience, be proficient with Gorgias, Shopify, and Loop, and be able to work Pacific Time hours (9:00 AM–6:00 PM PT). This is a fully remote role.

Qualifications

• 2+ years in customer experience roles with high ticket-volume email support.
• Experience using Gorgias, Shopify, and Loop.
• Strong written communication skills for email support.
• Empathy and problem-solving with a customer-centric approach.
• Able to work with Slack and coordinate with warehouse teams.

Responsibilities

• Resolve customer issues and provide timely email support in a high-volume environment.
• Use macros to respond efficiently and consistently.
• Collaborate with internal teams via Slack on orders and shipping issues.
• Monitor customer feedback and log patterns for improvements.
• Engage in team discussions on loyalty programs and initiatives.

Skills

CX Experience

Written Communication

Empathy & Problem-Solving

Collaboration

Availability to PT hours

Tools

Gorgias

Shopify

Loop

Notion

Job description

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action - and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We're hiring a Customer Service Assistant for a direct-to-consumer ecommerce brand - delivering empathetic, timely email support in a high-ticket-volume environment, resolving customer issues across returns and shipping, and helping the team spot patterns in customer feedback.

What Your Day-to-Day Will Look Like

• Customer Support: Resolve customer issues and provide exceptional support across a high volume of tickets using Gorgias and Loop (returns platform).
• Macros: Use help desk macros to respond efficiently and consistently.
• Empathetic Service: Deliver empathetic, intuitive customer service so every customer feels seen and heard.
• Written Responses: Provide timely, professional written responses to all customer inquiries via email.
• Team Initiatives: Join team ideation and discussions on customer loyalty programs and new initiatives.
• Self-Directed Learning: Independently learn and adapt to various platforms, using internal Notion docs as a resource.
• Team & Warehouse Coordination: Collaborate with internal teams over Slack, and communicate with the warehouse team on replacement orders and shipment issues by email or Slack.
• Feedback Patterns: Monitor customer feedback and log patterns across similar issues so the client can draw connections and elevate problems.

What You Bring

• CX Experience: 2+ years in customer experience roles, with reliable, consistent experience resolving issues and offering support while handling a high volume of tickets.
• Tools: Experience using Gorgias, Shopify, and Loop.
• Written Communication: Strong written communication skills for email-based customer support.
• Empathy & Problem-Solving: Empathy for customers and excellent problem-solving abilities, with an intuitive approach to support.
• Collaboration: Ability to work independently and with a team, with great communication on platforms like Slack.
• Availability: Ability to work Pacific Time hours (9:00 AM-6:00 PM PT), which is a night shift for candidates based in the Philippines.

Bonus Points if:

• You have experience with Richpanel, including its AI-powered support features.
• You have used Redo or other returns platforms beyond Loop.
• You have worked with a 3PL such as Ryder on shipment issues and replacement orders.
• You are interested in filing carrier claims (e.g., FedEx).
• You want to become the go-to customer service representative for the client.

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything - and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again
• Health Coverage: HMO (depending on location) after 90 days of service
• Time to Recharge: 7 Paid Holidays and up to 6 PTO days per year
• Family First: Parental leave after 1 year of service

We offer additional incentives for go-getters and proven performers!

• Anniversary bonus ($100 at 1 year; $200 at 2 years)
• Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.