Remote Customer Support Specialist for CSAT Growth

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

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.