Customer Support & E-commerce Operations Coordinator

Booth and Partners; Makati; Remote; PHP 391,000 - 558,000; Full time

Job summary

Booth and Partners in Makati, Philippines is seeking a Customer Support & E-commerce Operations Coordinator to oversee customer interactions across email and Facebook so our dispatch team can focus on getting orders out.

You will be the first contact for online customers, handling order exceptions and keeping Shopify orders accurate, while reporting weekly on what’s working and what isn’t. This is a full-time remote role aligned with Australian/UK hours.

Qualifications

• 2+ years in customer support, e-commerce operations, or social media management.
• Excellent written English with a friendly tone.
• Experience with Shopify and Meta Business Suite or Facebook management.
• Strong problem solving and root-cause analysis.
• Attention to detail with order data and reports.
• Good judgement on what to answer or escalate.
• Adaptability to volume spikes and new markets.
• Ability to work from a quiet home workspace with reliable internet.

Responsibilities

• Monitor and triage emails for four brands; respond to routine inquiries.
• Resolve order issues and handle 'where is my order' in Shopify.
• Reply to Facebook comments in each brand's voice.
• Maintain and update FAQs and help content for self-service.
• Develop response templates as you learn brands and products.
• Monitor Shopify order exceptions and resolve before reaching customers.
• Track failed deliveries and keep customers updated until resolved.
• Follow up dispatch issues and close the loop with customers.
• Run regular Shopify order audits for errors and duplicates.
• Coordinate influencer and Facebook Group gifting; track deliveries.
• Prepare weekly report on enquiries, order issues, and fixes.
• Flag complaints and propose solutions to the team.

Skills

Customer support

E-commerce operations

Social media management

Written English

Problem-solving

Attention to detail

Judgement

Adaptability

Tools

Shopify

Meta Business Suite

Facebook Page Management

Job description

Customer Support & E-commerce Operations Coordinator

Makati, Philippines | Posted on 11/09/2026

• Work Experience 3 Years experience of customer services
• City Makati
• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

We're a fast-growing Australian gourmet food and distillery business with four e-commerce brands, selling across Australia and the UK. Our online sales have grown quickly, and we need a dedicated person to look after our customers across email and Facebook so our dispatch team can focus on getting orders out.

You'll be the first point of contact for our online customers, but this is more than answering questions. We're looking for a problem solver who spots issues before customers do, chases them through to resolution, and helps us tighten how our online store runs.

You'll own order exceptions, failed deliveries and dispatch follow-ups, keep our Shopify orders accurate, and report back to the team each week on what's working and what isn't.

What You'll Do

1. Customer Support

Monitor and triage the email inboxes for our four brands. Answer routine enquiries, resolve order issues, and clear spam.

Answer "where's my order" questions by looking up order and shipping status in Shopify.

Reply to comments on our Facebook ads and posts in each brand's voice, and keep the conversation going.

Maintain and update our FAQs and help content so customers can find answers themselves.

Use and help build response templates as you learn our brands and products.

2. E-commerce Operations

Monitor order exceptions in Shopify, including payment holds, address errors and incomplete orders, and resolve them before they reach the customer.

Track failed and delayed deliveries with our couriers, and keep customers updated until each one is resolved.

Follow up dispatch issues with our team, including short shipments, damaged goods and incorrect items, and close the loop with the customer.

Run regular Shopify order audits to catch errors, duplicates and stuck orders.

Coordinate influencer and Facebook Group gifting, from tracking who receives product through to confirming delivery.

Prepare a weekly report covering enquiry volumes, order and delivery issues, recurring problems, and recommended fixes.

Flag complaints, recurring issues, and anything unusual to the team, with a suggested solution where you can.

Requirements

What You Bring

Experience: 2+ years in customer support, e-commerce operations, or social media community management, ideally for an e-commerce or consumer brand.

Communication: Excellent written English, with a friendly and natural tone you can adapt to different brands.

Technical Skills: Experience with Shopify (preferred) and Meta Business Suite or Facebook page management.

Problem-Solving: A problem-solving mindset. You dig into the root cause, follow issues through to resolution, and suggest improvements rather than just escalating.

Attention to Detail: Strong attention to detail and comfort working with order data, tracking information and simple reports in Google Sheets or Excel.

Judgement: Good judgement on what to answer, what to escalate, and what to ignore.

Adaptability: Comfortable staying organised when volume spikes, for example when an ad goes viral or we launch in a new market.

Work Environment: A quiet home workspace and reliable internet.

Work Setup

Full-time and fully remote, working Philippine business hours. Hours may be adjusted to suit our Australian and UK customers.

You'll be trained directly by our team and work as part of it day to day.

Employed through Booth, with a laptop, internet and mobile allowance, and full Philippine benefits