Remote E-commerce Support Specialist: Returns & Shipping

GrowthAssistant, LLC; Philippines; Remote; PHP 473,000 - 559,000; Full time

Benefits offered by this job

Fully Remote

Health Coverage (HMO or stipend)

Time to Recharge: 7 holidays, 6 PTO

Parental leave after 1 year

Job summary

GrowthAssistant is hiring an E-commerce Customer Support Specialist for a fast-growing DTC furniture brand. You will own returns, refunds, shipping issue resolution, and order management while delivering guest-facing updates in the brand’s voice.

You will triage tickets, verify orders, and support the White Glove delivery program, ensuring SLA targets are met and records are kept accurately for the team.

Qualifications

• Experience owning end-to-end returns, refunds, and shipping issue resolution for an ecommerce or DTC brand.
• Comfort working directly in carrier portals, running traces, and coordinating white glove delivery logistics.
• Strong written communication and ability to match a brand's voice and service standard.

Responsibilities

• Own returns processing, refunds, and complex multi-intent returns.
• Submit and track Parts & Care claims and replacements.
• Resolve shipping issues across carriers and update the Concierge loop.

Skills

Customer Support

Logistics Fluency

Salesforce

Judgment

Communication

Process Improvement

Speed & SLA

Tools

Salesforce

Job description

GrowthAssistant is hiring an E-commerce Customer Support Specialist for a fast-growing DTC furniture brand. You will own returns, refunds, shipping issue resolution, and order management while delivering guest-facing updates in the brand’s voice.

You will triage tickets, verify orders, and support the White Glove delivery program, ensuring SLA targets are met and records are kept accurately for the team.