Customer Support Specialist - Inbound

A J Media; Philippines; Remote; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Fully remote position

Paid leaves

HMO

Allowances

Job summary

A J Media is seeking a Customer Support Specialist - Inbound to join our remote team in the Philippines. You will handle inbound inquiries across email, live chat, and social DMs, resolving order and billing questions with empathy and speed.

You are a problem-solver who thrives in a high-volume ecommerce environment, maintains CSAT targets, and collaborates with operations to improve processes. This fully remote role offers growth and competitive compensation.

Qualifications

• 1-3 years of customer support experience in ecommerce/DTC.
• You write with clarity, warmth, and professionalism.
• You handle high-volume queues with attention to detail and empathy.
• You're comfortable with helpdesk tools (Gorgias or Zendesk or similar) and Shopify.
• You understand ecommerce logistics: shipping carriers, fulfillment workflows, refunds.

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 customer's 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

Skills

Customer support

High-volume queues

Clear communication

Problem-solving

Helpdesk tools (Gorgias; Zendesk)

Shopify familiarity

Tools

Gorgias

Zendesk

Shopify

Aircall

Job description

Customer Support Specialist - Inbound

Company : A J Media Job Type : Full Time Philippines

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 they're our only customer. If you're a problem-solver who takes pride in turning frustrated shoppers into brand evangelists, we want you.

THE OPPORTUNITY

You'll be the first line of defense and the last line of trust for our customers. From order inquiries to returns and escalations, you'll handle it all - with speed, empathy, and an obsession for getting it right.

WHAT YOU'LL 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 customer's 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

Requirements

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
• You're a natural problem-solver who doesn't wait to be told what to do
• You're comfortable with helpdesk tools (Gorgias or Zendesk or similar), Shopify as a oh / await panel ???
• 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

Benefits

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