Customer Support Specialist - Inbound

AJ Media; Davao City; Remote; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary + benefits

Job summary

AJ Media is seeking a customer-focused Support Specialist to join our remote team. You will be the first and last touch for shoppers, handling inquiries via email, live chat, and social DMs with speed, empathy, and accuracy.

Ideal candidates have 1–3 years in ecommerce support, can juggle high-volume queues, and are fluent with Helpdesk tools like Gorgias or Zendesk, plus Shopify familiarity. Salary is competitive with benefits.

Qualifications

• 1–3 years of customer support experience, ideally in an ecommerce or DTC environment.
• You write with clarity, warmth, and professionalism — even on your toughest days
• You handle high-volume queues without losing attention to detail or empathy
• You're a natural problem-solver who doesn't wait to be told what to do
• You're comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM
• You understand ecommerce logistics: shipping carriers, fulfillment workflows, refund processes

Responsibilities

• Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy
• Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
• Proactively turn service interactions into retention moments — reduce churn through stellar support
• Escalate complex issues appropriately while owning the customers outcome end-to-end
• Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently
• Identify patterns in customer issues and flag recurring problems to the operations team
• Keep helpdesk organized with proper tagging, notes, and follow-up
• Contribute to and maintain FAQ, help articles, and support macros

Skills

Customer support

Communication

High-volume handling

Problem solving

Ecommerce logistics

Shopify familiarity

Tools

Gorgias

Zendesk

Shopify

CRM basics

Job description

Job Description:

ABOUT AJ MEDIA

At AJ Media, our brands live and die by the customer experience. We need someone who can handle high volumes of inbound support while making every single customer feel like theyre our only customer. If youre a problem-solver who takes pride in turning frustrated shoppers into brand evangelists, we want you.

THE OPPORTUNITY

Youll be the first line of defense and the last line of trust for our customers. From order inquiries to returns and escalations, youll handle it all — with speed, empathy, and an obsession for getting it right.

WHAT YOULL DO

• Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy
• Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
• Proactively turn service interactions into retention moments — reduce churn through stellar support
• Escalate complex issues appropriately while owning the customers outcome end-to-end
• Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently
• Identify patterns in customer issues and flag recurring problems to the operations team
• Keep helpdesk (Gorgias or similar) organized with proper tagging, notes, and follow-up
• Contribute to and maintain FAQ, help articles, and support macros

WHO YOU ARE

• 1–3 years of customer support experience, ideally in an ecommerce or DTC environment
• You write with clarity, warmth, and professionalism — even on your toughest days
• You handle high-volume queues without losing attention to detail or empathy
• Youre a natural problem-solver who doesnt wait to be told what to do
• Youre comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM
• You understand ecommerce logistics: shipping carriers, fulfillment workflows, refund processes

BONUS POINTS IF YOU HAVE

• Experience with Gorgias or ReAmaze specifically
• Shopify admin knowledge
• Knows how to navigate Aircall

WHY JOIN US

• Join a team that genuinely values CS as a growth lever, not a cost center
• Performance bonuses tied to CSAT and resolution metrics
• Career growth into CS Team Lead or CX Operations roles
• Fully remote position with a collaborative, high-ownership culture
• Competitive Salary + benefits (paid leaves, HMO, allowances)
• Work with exciting consumer brands in a high-growth environment