Customer Service Support for a Automotive E-commerce Company (Remote)

Customer Service Support for a Automotive E-commerce Company (Remote) Customer Success · Central America · Full Time · Philipines/Brgy Bitas/Cabanatuan; Cabanatuan; Remote; PHP 300,000 - 520,000; Full time

Job summary

Automotive E-commerce Company is seeking a Customer Service Support (OMNI) to be the primary contact for a dedicated community of truck owners, contractors, and fleet managers. You will handle inquiries from tracking updates to subscription management in a fully remote setup.

The role requires experience with e-commerce support, Shopify admin, and ticket-based environments. You will work US EST hours and collaborate via Slack, with a focus on reliable, proactive service.

Qualifications

• Proven experience supporting DTC or B2B e-commerce brands in a fast-paced, ticket-based environment.
• Hands-on experience with RichPanel (preferred) or a comparable help desk platform (e.g., Gorgias, Zendesk).
• Strong working knowledge of the Shopify admin, including order lookup, fulfillment tracking, refund issuance, and replacement processing.
• Proven ability to handle high ticket volumes, with a primary focus on order status and logistics issues.
• Excellent written English with a professional, empathetic, and concise tone.
• Keen eye for emerging trends, product defects, or shipping bottlenecks, and the ability to flag issues before they escape.

Responsibilities

• Multi-channel ticket management: Resolve inbound inquiries efficiently across email, live chat, and social channels.
• Order and shipping support: Handle order tracking, product specifications, shipping delays, replacements, and refunds.
• Macro optimization: Apply macros accurately and proactively suggest new templates as product offerings expand or common trends emerge.
• Issue escalation and feedback: Identify and escalat(e) product alerts, recurring customer friction points, and process bottlenecks directly to the client team.
• Backlog management: Assist with backlog reduction to maintain response-time SLAs, particularly after weekends and peak sales periods.
• Cross-team communication: Collaborate smoothly with internal teams and client stakeholders via Slack.

Skills

Customer service

E-commerce support

Ticketing systems

Shopify admin

Order tracking

Logistics coordination

Macro optimization

Escalation management

Backlog management

Slack communication

Written English

Tools

RichPanel

Gorgias

Zendesk

Shopify

Slack

Job description

MRF: 573307

Is This YOU? Then We Want to Meet You!

Are you a customer service pro with experience in e-commerce, order management, and ticket-based support? We're looking for someone detail-oriented, proactive, and customer-focused to join our team!

As a Customer Service Support (OMNI), you will be the primary point of contact for a dedicated community of truck owners, contractors, and fleet managers. Your mission is to deliver friendly, professional, and concise support that reflects the brand’s core commitment to reliability and convenience. You will handle a wide range of inquiries, from tracking updates to complex subscription management.

Requirements:

• Proven experience supporting direct-to-consumer (DTC) or B2B e-commerce brands in a fast-paced, ticket-based environment
• Hands-on experience with RichPanel (preferred) or a comparable help desk platform (e.g., Gorgias, Zendesk)
• Strong working knowledge of the Shopify admin, including order lookup, fulfillment tracking, refund issuance, and replacement processing
• Proven ability to handle high ticket volumes, with a primary focus on order status and logistics issues
• Comfortable reviewing, organizing, and proposing macro updates to streamline repetitive tasks
• Excellent written English with a professional, empathetic, and concise tone
• Keen eye for emerging trends, product defects, or shipping bottlenecks, and the ability to flag issues before they escape
• High degree of autonomy once onboarded, with solid judgement on when to escalat(e) critical issues
• Methodical, detail-oriented approach to following SOPs while adapting to real-time edge cases

Your Mission Will Be To:

• Multi-channel ticket management: Resolve inbound inquiries efficiently across email, live chat, and social channels
• Order and shipping support: Handle order tracking, product specifications, shipping delays, replacements, and refunds
• Macro optimization: Apply macros accurately and proactively suggest new templates as product offerings expand or common trends emerge
• Issue escalation and feedback: Identify and escalat(e) product alerts, recurring customer friction points, and process bottlenecks directly to the client team
• Backlog management: Assist with backlog reduction to maintain response-time SLAs, particularly after weekends and peak sales periods
• Cross-team communication: Collaborate smoothly with internal teams and client stakeholders via Slack

Nice to have

• Basic familiarity with vehicle, automotive, or diesel engine maintenance (not required).

Tech Checklist – Gotta Have It!

• A reliable computer (at least with an i5 processor) and a stable high-speed internet connection.
• A quiet, cozy workspace to handle calls and chats like a pro.

Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED

What Happens Next

Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.

Working Condition:

• Full-time
• Schedule: Monday to Friday, 8:00 AM to 5:00 PM US EST
• Remote, computer-based work in a ticket-driven environment
• Regular collaboration over Slack with internal and client teams
• Higher ticket volume expected after weekends and during peak sales periods