Senior Customer Service and Phone Specialist (AU/US) - Remote - Contract

Living in a Bubble; Metro Manila; A distancia; PHP 502.000 - 725.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Paid onboarding

Clear path to Lead role

Descripción de la vacante

Living in a Bubble, a small remote team designing premium campervan products, seeks a customer service lead to be the voice of the brand on the phone. You will assist customers pre-sale, explain fitment, take orders over the phone, and follow up quotes.

You will respond to emails, chats, and social messages in a warm, clear tone, handle order updates and returns, and keep SOPs up to date. Remote role based in the Philippines with Brisbane-time hours and structured onboarding.

Formación

• Excellent spoken and written English required.
• 3+ years in phone-based customer service or sales role demanded.
• Track record of phone sales or retention against a target.
• High attention to detail and quick learning of technical products.

Responsabilidades

• Handle phone-based pre-sales and orders, assist customers in choosing products and bundles.
• Explain product fitment and installation; respond to inquiries via email, chat and social messages.
• Maintain SOPs, templates and fitment guides; flag recurring issues with evidence for fixes.
• Monitor response times and customer satisfaction; provide weekly updates to co-founders.

Conocimientos

Excellent spoken English

Excellent written English

Phone-based customer service

Phone sales/retention against a target

Attention to detail

Learn technical products quickly

Herramientas

Gorgias or similar helpdesk

Shopify

Asana

Slack

Descripción del empleo

About us

Living in a Bubble designs premium campervan and outdoor accessories: magnetic window covers, flyscreens and storage made to fit specific vans. We sell online in Australia and the US to a community of travellers who live, work and holiday in their vans. We are a small remote team, and our founders are hands-on every day.

The role

You are the voice of Living in a Bubble on the phone, and the person customers trust to tell them what fits their van.

Our customers: many are retired Australians and Americans, often from regional areas, with STRONG accents. They call because they want to speak to a real person before spending $500 to $1,500 on their van. They value warmth, patience and getting it right the first time.

What you will do

Phone and pre-sales

• Return calls and voicemails quickly (within 5 minutes during business hours).
• Answer "will it fit my van?" using our fitment guide: ask the right questions, check, then answer with confidence.
• Help customers choose the right products and bundles, take orders over the phone and follow up quotes.
• Explain how our products work and how to install them, before and after purchase.

Written support

• Reply to emails, chat and social messages in a warm, plain and personal tone.
• Handle order updates, returns, replacements and delivery issues within our policies and approval limits.

Keeping things right, and making them better

• Keep our SOPs, reply templates and fitment guide up to date as products and rules change.
• Spot recurring problems (fit issues, delivery delays, product faults), raise them with evidence, and push for the fix.
• Track response time, customer satisfaction and phone orders, and send a short weekly update to our co-founder.
• Review a sample of team replies each week and share feedback.
• Share what customers are telling us with our product and operations teams.

What you need

Essential

• Excellent spoken English, easily understood by Australian and US customers, and comfortable with strong Australian accents. This is non-negotiable. Expect a live phone assessment.
• Excellent written English. You will write as much as you speak.
• At least 3 years in a phone-based customer service or sales role as your main job, not occasional calls alongside email.
• A track record of phone sales or retention against a target.
• High attention to detail.
• You learn technical products quickly

Strongly preferred

• Experience on Australian-facing accounts (BPO, telco, banking, airlines or retail).
• Experience with e-commerce or considered purchases, where customers ask a lot of questions before they buy.
• Have interest in vehicles, makes, etc.

Nice to have (we will train you)

• Gorgias or a similar helpdesk, Shopify, Asana and Slack.

How we work

• Remote, based in the Philippines. Full time, 40 hours a week.
• Monday to Friday, 8:00am to 5:00pm Brisbane time (6:00am to 3:00pm Philippine time), with a one hour break.
• During work hours you reply on Slack within 10 minutes.
• A structured 4 week onboarding with product samples sent to you and a written training plan.
• Start date: early January 2027.

What we offer

• A full-time remote role with a stable, long-term team.
• A clear path to Customer Service Lead, with a pay review when you step up.
• Day shift, Monday to Friday. No nights shifts
• A direct line to our co-founder and real ownership of the customer phone experience.
• Paid training and onboarding, with product samples sent to you
• After your 6 month probation: 13th month pay; HMO; paid leave; vacation leave; seasonal performance bonuses.

Our hiring process

1. Screening questions
2. One-person interview questions
3. 20-minute live phone role play with a strong Australian accent where you will need to help customer and sell the products
4. Final interview with our co-founder
5. References checked by phone.