Remote Email Support Specialist - E‑commerce Brand

UMAEZ LLC; Philippines; Remote; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Fully remote

Competitive salary

Clear growth path

Structured SOPs and tools

Job summary

Goda is seeking a customer support specialist to handle inquiries across email, social, and tickets for our global brand. You will work in our helpdesk, meet SLA targets, and coordinate with fulfillment partners to resolve order issues while maintaining a human, on-brand tone.

You'll own customer conversations, flag patterns, and contribute to SOP improvements. This fully remote role requires clear written English and a proactive, detail-focused mindset to protect trust with customers.

Qualifications

• Prior experience in a customer support role.
• DTC or e-commerce experience strongly preferred.
• Clear, confident written English; write like you care.
• Comfortable with helpdesk or ticketing systems; training provided.
• Calm under pressure; able to resolve issues quickly without escalating unnecessarily.
• Highly detail-oriented; accurate order numbers, tracking references, refunds, SKUs.
• Proactive mindset; flag issues before escalation.

Responsibilities

• Ticket and query management across channels.
• Respond within SLA targets via email and social.
• Resolve order issues end-to-end: delays, missing packages, returns, refunds, subscriptions.
• Handle social media comments and DMs in a helpful, on-brand tone.
• Follow SOPs and apply good judgment when scripts don’t cover a situation.
• Escalate complex, high-value cases through proper channels.
• Fulfillment coordination with partners on status, errors, and reshipment requests.
• Identify recurring fulfillment issues and flag for operational review.
• Keep customers informed on order updates, especially during delays.
• Log shipment issues for team visibility.
• Meet daily and weekly resolution targets.
• Surface recurring complaints and trends for root-cause fixes.
• Contribute to SOP improvements.

Skills

Customer support

E-commerce

Written English

Helpdesk software

Stressor tolerance

Attention to detail

Proactivity

Job description

Goda is seeking a customer support specialist to handle inquiries across email, social, and tickets for our global brand. You will work in our helpdesk, meet SLA targets, and coordinate with fulfillment partners to resolve order issues while maintaining a human, on-brand tone.

You'll own customer conversations, flag patterns, and contribute to SOP improvements. This fully remote role requires clear written English and a proactive, detail-focused mindset to protect trust with customers.