Ecommerce Support Specialist - High Volume & Flexible Hours

Rippedboxstation; Metro Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Rippedboxstation is seeking a Customer Service Representative to support ecommerce customers via email, live chat, and messaging channels. You will handle high ticket volumes, manage orders in Shopify, and assist with returns, exchanges, and delivery status inquiries.

The role requires strong written English, a customer-first mindset, and the ability to work weekends or extended hours during peak periods and product launches. Knowledge of Gorgias/Shopify is a plus.

Qualifications

• Proven experience as a Customer Service Representative in ecommerce.
• Strong written English communication with a customer-first mindset.
• Experience handling high ticket volumes in a fast-paced ecommerce environment.
• Familiarity with order management, returns, and shipping-related inquiries.
• Able to work weekends and fluctuating schedules.
• Experience with Gorgias, Shopify or similar platforms is a plus.

Responsibilities

• Handle an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels.
• Respond to product inquiries, order management requests, and reward program questions.
• Manage returns and exchanges, including warranty and defect-related concerns.
• Assist with tracking requests, delivery status inquiries, and lost shipment claims.
• Update orders in Shopify, including address changes and cancellations.
• Ensure interactions are brand-aligned, professional, and customer-focused.
• Meet or exceed CSAT, first response time, and resolution time targets.
• Maintain documentation in Gorgias and internal tracking tools.
• Support volume surges during sales, launches, weekends, and campaigns.
• Collaborate with internal teams to ensure operational continuity and issue resolution.

Skills

Customer service

Written English

High ticket volumes

Ecommerce operations

Tools

Shopify

Loop

Gorgias

Wonderment

Google Workspace

Job description

Rippedboxstation is seeking a Customer Service Representative to support ecommerce customers via email, live chat, and messaging channels. You will handle high ticket volumes, manage orders in Shopify, and assist with returns, exchanges, and delivery status inquiries.

The role requires strong written English, a customer-first mindset, and the ability to work weekends or extended hours during peak periods and product launches. Knowledge of Gorgias/Shopify is a plus.