Senior Customer Service

Location and Job DetailsLocation: Remote (Philippines)Employment Type: Full-TimeSalary Range: $1000-$1200 per monthReports To: HR/CS DirectorAbout Pearl West GroupPearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence. We’re looking for a Customer Service Associate who thrives in a fast-paced, dynamic environment and can deliver exceptional customer experiences with empathy, speed, and precision.Role OverviewAs a Senior Customer Service & Support Specialist, you’ll be the first point of contact for our customers—resolving issues, answering questions, and ensuring each interaction reflects our brand’s tone and values. You’ll manage communication across email, chat, and social channels, providing real-time, customer-centric support that balances empathy with efficiency.This is a plug-and-play role for someone with prior DTC and marketplace support experience who can multi-task, think critically under pressure, and operate independently in a high-volume environment.We operate in a trust-based culture—our ideal teammate is self-motivated, accountable, and guided by integrity, thriving without the need for micromanagement.Key ResponsibilitiesRespond promptly and professionally to customer inquiries via email, chat, and social media (Instagram, TikTok, Facebook, FreshDesk, etc.)Provide real-time, empathetic, and solution-oriented support while maintaining consistent brand tone and service standardsHandle returns, exchanges, refunds, order modifications, subscription management, and product inquiries across multiple sales channels (e.g., brand websites, Amazon, TikTok Shop, Walmart) using connected fulfillment and order management toolsManage subscription changes, cancellations, renewals, and billing inquiriesCoordinate with 3PL partners (third-party fulfillment providers) and internal teams to resolve fulfillment, shipping, or product quality issues quicklyManage multiple customer conversations simultaneously while maintaining accuracy, composure, and professionalismUpdate and refine help desk macros, FAQs, and canned responses for clarity and consistencyIdentify recurring customer pain points and share actionable insights with CX, Operations, and Marketing teamsTrack and report daily support performance metrics (response time, resolution rate, CSAT/NPS and other productivity measures)Non-Negotiable Requirements (Plug-and-Play Skills)Experience: Minimum 2 years in DTC or eCommerce customer service, ideally across multiple marketplaces or brand platformsPlatforms: Proficiency in Shopify, Amazon Seller Central, TikTok Shop Seller Center, and a modern helpdesk system (e.g., Zendesk, Freshdesk, Help Scout)Communication: Exceptional written English—clear, empathetic, and brand-alignedMultitasking & Pressure Handling: Proven ability to handle multiple tickets/chats simultaneously, stay composed under pressure, and maintain attention to detailIntegrity & Accountability: High personal integrity, self-discipline, and reliability — able to perform at a high level in a non-micromanaged, trust-based environmentAvailability: Able to work 8-hour shifts, including weekends or holidays based on business needs (core work shift is Tues-Sat 4am-12nn PHT)Performance-Driven: Proven track record of meeting or exceeding CSAT and response time KPIs and result-orientedMindset: Customer-obsessed, calm under pressure, proactive, and solution-orientedPreferred / Nice-to-Have SkillsTools: Experience with Slack, ClickUp, Shopify, Amazon Seller Central, TikTok Seller Central, OrderDesk, ShipBob, Google SuiteSubscriptions: Familiarity with Recharge, StayAI, or similar subscription platformsMarketplace Knowledge: Understanding of Amazon, TikTok Shop, and Walmart order workflowsFulfillment Knowledge: Experience working with 3PL systems and reverse logistics processesCX Optimization: Experience improving FAQ pages, help centers, or response templatesMetrics Awareness: Knowledge of CSAT, NPS, response time, and resolution KPIsTyping speed: 40wpm with at least 95% accuracySoft Skills: Empathy, adaptability, problem-solving, proactive and ownership mentalityPerformance Metrics (Success in the Role)Average First Response Time: < 24 hoursCustomer Satisfaction (CSAT): 90%+Ticket Resolution Rate: > 90% within SLACustomer Retention Impact: Ability to turn issue resolutions into repeat purchase opportunitiesWhy Join Pearl West GroupCollaborate with a team of top-tier eCommerce operators scaling multiple consumer brandsFully remote role with modern tools and supportive leadershipExposure to DTC and omnichannel operations across Amazon, TikTok, and Shopify ecosystemsCompetitive compensation and performance-based bonusesWork in a results-driven, trust-based environment where integrity and ownership are valued as highly as performanceApplication ProcessSubmit your resumeInitial interview by the HR TeamOnline assessmentFinal interview by the Hiring Manager #J-18808-Ljbffr