Customer Service Representative for an eCommerce Company - (US-based/Remote)

Paired Recruiting; Philippines; Remote; PHP 2,205,000 - 3,466,000; Full time

Benefits offered by this job

Remote Working for US Company

Exposure to new technology & trend

Competitive Salary

Job summary

Paired Recruiting is seeking a Customer Service Representative for a fast-growing US DTC apparel brand. You will own the support inbox, respond to tickets, and help scale the customer experience.

This fully remote role is long-term with a small team. You’ll work with tools like Shopify and helpdesk systems, develop SOPs, and grow into broader operational responsibilities.

Qualifications

• 2+ years in a customer service role in ecommerce
• Excellent written English and friendly communication
• High empathy and ability to de-escalate
• Reliable and punctual with inbox coverage
• Familiar with helpdesk software and Shopify
• Detail-oriented with spreadsheets and data entry
• Interested in growing into broader operational responsibilities

Responsibilities

• Reply to customer support tickets with clear, warm, on-brand written communication
• Manage pre-order issues, shipping delays, returns, and store credit requests
• Build out canned responses and new SOPs as recurring patterns show up in the queue
• Run a twice-weekly check on unfulfilled orders older than 3 days and chase down what is holding them up
• Support backend and admin tasks: generating barcode labels for suppliers, creating new products in the ecommerce platform, spreadsheet checks, SKU accuracy, and general data entry
• Flag recurring product or fulfillment issues to the team so they get fixed at the source

Skills

Customer service

Written English

Empathy

De-escalation

Punctual

Attention to detail

Data entry

Tools

Gorgias

Zendesk

Freshdesk

Shopify

Job description

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.

About the role

A fast-growing DTC apparel brand in the US is looking for a Customer Service Representative to own their support inbox and keep the customer experience sharp as they scale. You will be the first line of contact for their community, handling everything from order questions to pre-order updates, and helping build the systems that make support faster over time.

This starts as a customer service role but has real room to expand into broader operational support for someone who shows initiative.

What you'll do

• Reply to customer support tickets with clear, warm, on-brand written communication
• Manage pre-order issues, shipping delays, returns, and store credit requests
• Build out canned responses and new SOPs as recurring patterns show up in the queue
• Run a twice-weekly check on unfulfilled orders older than 3 days and chase down whatever is holding them up
• Support backend and admin tasks: generating barcode labels for suppliers, creating new products in the ecommerce platform, spreadsheet checks, SKU accuracy, and general data entry
• Flag recurring product or fulfillment issues to the team so they get fixed at the source

Requirements

What we're looking for

• 2+ years in a customer service role, ideally supporting a direct-to-consumer or ecommerce brand
• Excellent written English. You can be friendly and efficient in the same sentence
• High empathy and EQ. You can de-escalate a frustrated customer without sounding scripted
• Reliable and punctual. The team needs to know the inbox is covered
• Comfortable with helpdesk software (Gorgias, Zendesk, Freshdesk or similar) and Shopify
• Detail-oriented with spreadsheets and data entry
• Genuinely interested in growing into broader operational responsibilities

Nice to have

• Experience with an apparel, sustainability, or lifestyle brand
• Familiarity with inventory or barcode/SKU workflows

Details

• Full-time, 100% remote
• Long-term role with a small, growing team

Benefits

• Remote Working for US Company
• Exposure to new technology & trend
• Competitive Salary