Remote Overnight E‑Commerce Support Specialist

Satellite Office; Pasig; Remote; PHP 391,000 - 558,000; Full time

Job summary

Satellite Office is seeking an overnight customer support specialist for a fast-growing US-based retail/e-commerce brand. You will monitor overnight emails and tickets, handle urgent order changes, and collaborate with the US team for complex cases, with morning handoffs during peak hours.

During training, you’ll work US daytime hours for 2–3 weeks before settling into the fixed night schedule (4:00 PM–12:00 AM or 5:00 PM–1:00 AM PH time). This is a remote, full-time role.

Qualifications

• Experience handling customer support by email or ticketing system.
• Willingness to work overnight and make real-time calls under time pressure.
• Strong written English and clear, calm communication.
• Willingness to work fixed shift through holiday season.
• Openness to learning OMS and softphone tools with training.

Responsibilities

• Monitor and resolve overnight email and help-desk tickets across the brands supported.
• Prioritize urgent requests such as cancellations, address changes, and last-minute orders.
• Execute real-time order cancellations in the Order Management System.
• Place temporary holds on late-night orders to prevent shipping before processing.
• Flag and hand off complex cases to the US team with clear notes.
• Jump into live phone support during morning handoff windows when volume peaks.

Skills

Email support

Ticketing system

Written English

Independent overnight work

Clear communication

Tools

Order Management System

Softphone tools

Job description

Satellite Office is seeking an overnight customer support specialist for a fast-growing US-based retail/e-commerce brand. You will monitor overnight emails and tickets, handle urgent order changes, and collaborate with the US team for complex cases, with morning handoffs during peak hours.

During training, you’ll work US daytime hours for 2–3 weeks before settling into the fixed night schedule (4:00 PM–12:00 AM or 5:00 PM–1:00 AM PH time). This is a remote, full-time role.