Senior Remote Customer Experience Lead

Manila Recruitment Limited; Metro Manila; Remote; PHP 446,000 - 725,000; Full time

Job summary

Manila Recruitment Limited is partnering with a values-driven fitness equipment company to hire a Senior Executive Assistant for the Founder. The role is highly autonomous, requiring independent judgment and proactive orchestration of communication, priorities, and execution across a growing, founder-led organization.

You will own email and phone support flows, manage orders and shipping coordination, guard timelines, and ensure accurate records.

Qualifications

• 3–5 years in DTC customer service within ecommerce or logistics.
• Experience with Shopify, Gorgias, Extensiv, AfterShip, and ShipStation.
• Strong organizational skills and detail orientation.
• Proficient in email, messaging tools, and order management systems.

Responsibilities

• Manage customer queries via email and phone with timely, professional responses.
• Coordinate shipping, returns, and replacements; investigate delays.
• Audit warehouse billing and disputes; maintain accurate customer records.
• Provide product information and update open cases; collaborate with internal teams.
• Track performance metrics: response time and resolution rate.

Skills

DTC customer service

Communication

Organization

Multitasking

Email etiquette

Tools

Gorgias

Shopify

Extensiv

AfterShip

ShipStation

Job description

Manila Recruitment Limited is partnering with a values-driven fitness equipment company to hire a Senior Executive Assistant for the Founder. The role is highly autonomous, requiring independent judgment and proactive orchestration of communication, priorities, and execution across a growing, founder-led organization.

You will own email and phone support flows, manage orders and shipping coordination, guard timelines, and ensure accurate records.