Remote Auto E-commerce Support Specialist

Customer Service Support for a Automotive E-commerce Company (Remote) Customer Success · Central Ame; Cabanatuan; Remote; PHP 300,000 - 520,000; Full time

Job summary

Automotive E-commerce Company is seeking a Customer Service Support (OMNI) to be the primary contact for a dedicated community of truck owners, contractors, and fleet managers. You will handle inquiries from tracking updates to subscription management in a fully remote setup.

The role requires experience with e-commerce support, Shopify admin, and ticket-based environments. You will work US EST hours and collaborate via Slack, with a focus on reliable, proactive service.

Qualifications

• Proven experience supporting DTC or B2B e-commerce brands in a fast-paced, ticket-based environment.
• Hands-on experience with RichPanel (preferred) or a comparable help desk platform (e.g., Gorgias, Zendesk).
• Strong working knowledge of the Shopify admin, including order lookup, fulfillment tracking, refund issuance, and replacement processing.
• Proven ability to handle high ticket volumes, with a primary focus on order status and logistics issues.
• Excellent written English with a professional, empathetic, and concise tone.
• Keen eye for emerging trends, product defects, or shipping bottlenecks, and the ability to flag issues before they escape.

Responsibilities

• Multi-channel ticket management: Resolve inbound inquiries efficiently across email, live chat, and social channels.
• Order and shipping support: Handle order tracking, product specifications, shipping delays, replacements, and refunds.
• Macro optimization: Apply macros accurately and proactively suggest new templates as product offerings expand or common trends emerge.
• Issue escalation and feedback: Identify and escalat(e) product alerts, recurring customer friction points, and process bottlenecks directly to the client team.
• Backlog management: Assist with backlog reduction to maintain response-time SLAs, particularly after weekends and peak sales periods.
• Cross-team communication: Collaborate smoothly with internal teams and client stakeholders via Slack.

Skills

Customer service

E-commerce support

Ticketing systems

Shopify admin

Order tracking

Logistics coordination

Macro optimization

Escalation management

Backlog management

Slack communication

Written English

Tools

RichPanel

Gorgias

Zendesk

Shopify

Slack

Job description

Automotive E-commerce Company is seeking a Customer Service Support (OMNI) to be the primary contact for a dedicated community of truck owners, contractors, and fleet managers. You will handle inquiries from tracking updates to subscription management in a fully remote setup.

The role requires experience with e-commerce support, Shopify admin, and ticket-based environments. You will work US EST hours and collaborate via Slack, with a focus on reliable, proactive service.