Customer Support Specialist – Order & Ticket Support

Openkrill; United States; Remote; USD 25,000 - 33,000; Full time

Job summary

Openkrill is seeking an overnight/early-morning customer support specialist to help multiple brands in the US retail/e-commerce space. The role shifts from 4:00 PM–12:00 AM or 5:00 PM–1:00 AM PT, with initial US daytime training to ease transition.

Your duties include monitoring overnight emails and tickets, prioritizing urgent requests, and executing real-time order changes in the OMS. This is a remote position offering comprehensive training and a chance to shape early remote operations.

Qualifications

• Experience handling customer support by email or ticketing system.
• Able to work overnight and make real-time decisions under time pressure.
• Clear, written English communication.
• Willingness to work fixed shift through the busy holiday season.
• Openness to learning an OMS and softphone tools; full training provided.

Responsibilities

• Monitor and resolve overnight emails and help-desk tickets across the brand(s) you support.
• Prioritize urgent requests — cancellations, address changes, last-minute order changes.
• Execute real-time order cancellations directly in the Order Management System.
• Place temporary holds on late-night orders to prevent them from shipping before a customer’s request is processed.
• Flag and hand off complex cases to the US team with clear notes; jump into live phone support during the morning handoff window when call volume peaks.

Skills

Customer support

Overnight work

Written English

Calm communication

Holiday shift

Tools

Order Management System

Softphone

Job description

About the Role

You'll join the overnight/early-morning support function for a fast-growing, US-based company in the retail/e-commerce space, working across multiple consumer brands.Shift: 4:00 PM – 12:00 AM or 5:00 PM – 1:00 AM Philippine Time (the exact window shifts with US Daylight Saving Time).This is a mid-shift, not a graveyard shift. Your first 2–3 weeks will run on US daytime hours (~8:00 AM – 5:00 PM CT) for live training before you move to your permanent schedule.

What You'll Do

• - Monitor and resolve overnight email and help-desk tickets across the brand(s) you support


• - Prioritize urgent requests — cancellations, address changes, last-minute order changes


• - Execute real-time order cancellations directly in the Order Management System


• - Place temporary holds on late-night orders to prevent them from shipping before a customer's request is processed


• - Flag and hand off complex cases to the US team with clear notes


• - Jump into live phone support during the morning handoff window when call volume peaks

What You'll Bring

• - Experience handling customer support by email or ticketing system


• - Comfort working independently overnight and making real-time calls under time pressure


• - Strong written English and a knack for clear, calm communication


• - Willingness to work a fixed shift that runs through the busy holiday season


• - Openness to learning an Order Management System and softphone tools (full training provided)

Nice to Have

• - Prior experience with an OMS or order/fulfillment platform (a plus, not required)


• - Background in retail or e-commerce support (a plus, not required)


• - Prior remote or BPO customer support experience (a plus, not required)

What's In It For You

• - Full training: your first 2–3 weeks are spent shadowing live on US daytime hours before you move to your permanent schedule


• - The chance to shape how this function works, as one of the company's first remote hires for this role