Customer Support Specialist Order And Ticket Support

Satellite Office; Pasig; Remote; PHP 2,625,000 - 4,000,000; Full time

Job summary

Satellite Office is seeking an overnight support specialist to manage customer inquiries for multiple US-based retail/e-commerce brands from the Philippines. You will handle email/ticketing responses, make real-time decisions, and participate in live phone support during handoff periods.

The role trains you on an Order Management System and softphone tools, with a fixed schedule that runs through the busy holiday season. Training and onboarding are provided.

Qualifications

• Experience handling customer support by email or ticketing system.
• Comfort working independently overnight and making real-time calls under time pressure.
• Strong written English and clear, calm communication.
• Willingness to work a fixed shift through the busy holiday season.
• Openness to learning an Order Management System and softphone tools.

Responsibilities

• Monitor and resolve overnight email and help-desk tickets across the brand(s) you support.
• Prioritize urgent requests — cancellations, address changes, last-minute order changes.
• Execute real-time order cancellations directly in the Order Management System.
• Place temporary holds on late-night orders to prevent shipments before the customer is processed.
• Flag and hand off complex cases to the US team with clear notes.
• Jump into live phone support during the morning handoff window when call volume peaks.

Skills

Customer support

Overnight work

English writing

Fixed night shift

OMS training

Tools

Order Management System

Softphone

Job description

Job Description:

About the Role

Youll join the overnight/early-morning support function for a fast-growing, US-based company in the retail/e-commerce space, working across multiple consumer brands.

Shift: 4:00 PM – 12:00 AM or 5:00 PM – 1:00 AM Philippine Time (the exact window shifts with US Daylight Saving Time).

This is a mid-shift, not a graveyard shift. Your first 2–3 weeks will run on US daytime hours (~8:00 AM – 5:00 PM CT) for live training before you move to this permanent schedule.

What Youll Do

• Monitor and resolve overnight email and help-desk tickets across the brand(s) you support

• Prioritize urgent requests — cancellations, address changes, last-minute order changes

• Execute real-time order cancellations directly in the Order Management System

• Place temporary holds on late-night orders to prevent them from shipping before a customers request is processed

• Flag and hand off complex cases to the US team with clear notes

• Jump into live phone support during the morning handoff window when call volume peaks

What Youll Bring

• Experience handling customer support by email or ticketing system

• Comfort working independently overnight and making real-time calls under time pressure

• Strong written English and a knack for clear, calm communication

• Willingness to work a fixed shift that runs through the busy holiday season

• Openness to learning an Order Management System and softphone tools (full training provided)

Nice to Have

• Prior experience with an OMS or order/fulfillment platform (a plus, not required)

• Background in retail or e-commerce support (a plus, not required)

• Prior remote or BPO customer support experience (a plus, not required)

Whats In It For You

• Full training: your first 2–3 weeks are spent shadowing live on US daytime hours before you move to your permanent schedule

• The chance to shape how this function works, as one of the companys first remote hires for this role

Requirements: