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

LTVplus; Cabanatuan; Remote; PHP 240,000 - 420,000; Full time

Job summary

Ltvplus is recruiting a Customer Service Support specialist for an automotive e-commerce client. This remote position serves truck owners, contractors, and fleet managers, delivering friendly, professional help across email, chat, and social channels.

You will resolve order status questions and complex subscription tasks while upholding the brand’s reliability. You will work with RichPanel or similar tools, have Shopify workflow visibility, and continuously improve macros to streamline tasks.

Qualifications

• Experience supporting DTC or B2B e-commerce brands in a fast-paced, ticket-based environment.
• Hands-on knowledge of RichPanel or equivalent help desk platforms (Gorgias, Zendesk).
• Strong familiarity with Shopify admin tasks: order lookup, fulfillment tracking, refunds, replacements.

Responsibilities

• Manage multi-channel inquiries across email, live chat, and social channels.
• Handle order tracking, shipping delays, replacements, and refunds with accuracy.
• Apply macros and propose new templates as product offerings expand.
• Identify product issues and bottlenecks, escalating to client teams as needed.
• Assist with backlog reduction to maintain SLA response times.
• Collaborate with internal teams and client stakeholders via Slack.

Skills

DTC e-commerce support

Ticket-based support

Shopify admin

Gorgias Zendesk

Order tracking

Multichannel support

Tools

RichPanel

Zendesk

Shopify admin

Job description

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

Customer Success ·

Full Time ·

Philipines/Brgy Bitas/Cabanatuan

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 judgment on when to elevate 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 elevate 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.

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