Customer Support Specialist – Order & Ticket Support

Satellite Office; Pasig; Remote; PHP 391,000 - 558,000; Full time

Job summary

Satellite Office is seeking an overnight customer support specialist for a fast-growing US-based retail/e-commerce brand. You will monitor overnight emails and tickets, handle urgent order changes, and collaborate with the US team for complex cases, with morning handoffs during peak hours.

During training, you’ll work US daytime hours for 2–3 weeks before settling into the fixed night schedule (4:00 PM–12:00 AM or 5:00 PM–1:00 AM PH time). This is a remote, full-time role.

Qualifications

• Experience handling customer support by email or ticketing system.
• Willingness to work overnight and make real-time calls under time pressure.
• Strong written English and clear, calm communication.
• Willingness to work fixed shift through holiday season.
• Openness to learning OMS and softphone tools with training.

Responsibilities

• Monitor and resolve overnight email and help-desk tickets across the brands supported.
• Prioritize urgent requests such as cancellations, address changes, and last-minute orders.
• Execute real-time order cancellations in the Order Management System.
• Place temporary holds on late-night orders to prevent shipping before processing.
• Flag and hand off complex cases to the US team with clear notes.
• Jump into live phone support during morning handoff windows when volume peaks.

Skills

Email support

Ticketing system

Written English

Independent overnight work

Clear communication

Tools

Order Management System

Softphone tools

Job description

About the Role

You'll 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 You'll 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 customer's 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 You'll 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)

What's 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 company's first remote hires for this role