Hireframe

More roles at Hireframe

Customer Service Representative (3 month contract)

Work from home

Remote role where the employee must remain based in a particular country.

Philippines only

From the employer's advert: Comfortable working US working hours (overnight Philippines) full-time shift.

Employer listed it 2 weeks ago · Added 2 weeks ago

Been open since 2 weeks ago, still being checked, but it has been live a while.

Salary

Not stated

Location

Philippines only

Timezone

APAC

Contract

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Comfortable working US working hours (overnight Philippines) full-time shift.
Where you can work from: Prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.
Contract: Comfortable working US working hours (overnight Philippines) full-time shift.
Experience asked for: Not mentioned in the advert
Pay: Not mentioned in the advert

Remote flexibility

Work from home

This is a remote role, but the employee must be based in Philippines. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Philippines, Remote"
Job description states: "located in the United States"

What Nomaders makes of it

Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a nice-to-have

“Prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.”

Questions worth asking: Nomaders interpretation

No pay is stated. Ask for the salary range before investing time in interviews.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

We're seeking a detail-oriented and proactive Customer Support Representative to support day-to-day customer service operations for two consumer brands in the e-commerce space. This role involves managing customer inquiries, resolving order and fulfillment issues, handling product warranty and replacement cases, and identifying opportunities to improve support processes. The ideal candidate has strong written English skills, excellent follow-through, and a process-minded approach to customer service.

Duties and Responsibilities

Respond to customer emails in Gorgias across both brands, aiming to clear the inbox the same day.

Look up and update orders in Shopify, including order status, sizing exchanges and replacements.

Track shipments and resolve fulfillment issues in the ShipBob portal.

Handle warranty, damage and replacement cases end to end, snoozing tickets to follow up until each is resolved.

File chargeback claims through the Shopify chargeback app.

Use existing macros and SOPs for consistent answers, and escalate unusual cases to the manager.

Coordinate with the manager and team over Slack.

Process Improvement and SOP Ownership: Spot recurring issues and suggest fixes that cut ticket volume or response time.

Requirements

Prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.

Excellent written English for clear, friendly customer emails.

Comfortable working US working hours (overnight Philippines) full-time shift.

Organized follow-through on open cases until they are resolved.

Preferred

Hands-on experience with Gorgias and Shopify.

Familiarity with ShipBob or other 3PL portals.

Experience supporting technical or warranty-backed products.

Who Will Thrive in This Role

The ideal hire takes initiative and treats the support process as something to improve, not just follow.

Process-minded: Enjoys documenting, simplifying and automating.

Patient: Comfortable with multi-step technical cases that need ongoing follow-up.

Collaborative: Fits a relaxed, friendly customer community and a small, collaborative team.

Requirements

·Prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.
·Excellent written English for clear, friendly customer emails.
·Comfortable working US working hours (overnight Philippines) full-time shift.
·Organized follow-through on open cases until they are resolved.
·Hands-on experience with Gorgias and Shopify.

Benefits

·Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
·Permanent remote work flexibility
·Health Maintenance Organization (HMO) coverage
·Annual performance bonuses
·Dedicated coaches offer an extra channel of support and skill-building

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Hireframe, mentioning your remote working experience and working hours (APAC).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 15d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.