E-Commerce Customer Success & Support Specialist

Location: Remote – Philippines
Schedule: Full-Time | EST Hours

About the Role

We are looking for an experienced E-Commerce Customer Success & Support Specialist to help provide an excellent customer experience for a growing B2B and D2C e-commerce brand.

This is primarily a customer support and customer success role.

You will be one of the main points of contact for customers, helping answer questions, resolve order and shipping concerns, follow up on issues, and make sure customers feel supported throughout their experience with the brand.

You will also proactively reach out to customers after they receive product samples and connect with repeat customers to gather feedback, understand their experience, and identify ways the company can provide better service.

You will work closely with the company’s Front-End Operations Director whenever shipping or order-related issues need additional investigation or coordination.

Key Responsibilities

Customer Support

• Respond to general customer inquiries coming through the company website, email, and other support channels.
• Assist customers with questions about products, orders, samples, shipping, delivery status, replacements, and other common concerns.
• Provide clear and timely updates when customers experience shipping or order issues.
• Make sure every customer concern is acknowledged, tracked, followed up on, and resolved.
• Communicate professionally and calmly with customers, including when they are frustrated or unhappy.
• Escalate more complex operational or shipping issues to the Front-End Operations Director when needed.

Customer Success & Relationship Management

• Proactively call customers after sample packs have been delivered to gather feedback on the products.
• Ask customers thoughtful questions about their experience, product quality, preferences, and potential concerns.
• Contact repeat customers to check on their experience and identify opportunities to improve the overall customer relationship.
• Build rapport with customers and make them feel valued beyond the initial sale.
• Keep clear notes from customer conversations and make sure important feedback is shared internally.
• Identify common customer concerns, requests, or patterns that could help improve the customer experience.

Order & Shipping Support

• Work with the Front-End Operations Director when customers have shipping, delivery, or fulfillment concerns.
• Help investigate delayed, missing, damaged, or incorrect orders by gathering the necessary information.
• Communicate updates back to customers clearly and professionally.
• Follow open shipping-related issues until the customer receives a resolution.
• Maintain accurate notes and customer records regarding order issues and follow-ups.

E-Commerce Support

• Support customers throughout the online buying experience, from initial questions through delivery and repeat purchases.
• Maintain accurate customer, order, and follow-up information in the company’s systems.
• Help ensure no customer inquiry, complaint, or follow-up is missed.
• Assist with customer experience initiatives as the business continues to grow.
• Work closely with operations and other internal teams to improve communication and service.

Required Experience & Qualifications

• Previous experience in customer service, customer success, or customer experience for an e-commerce brand.
• Experience supporting a company that sells physical products online.
• Strong understanding of the typical e-commerce customer journey, including orders, shipping, delivery, returns, replacements, and repeat purchases.
• Excellent spoken and written English with clear, easily understood pronunciation and a polished phone presence.
• Confident speaking with customers by phone, not only through email or chat.
• Comfortable making outbound customer calls for feedback, follow-ups, and relationship-building.
• Strong listening skills and the ability to ask thoughtful follow-up questions.
• Professional and empathetic when handling customer concerns or complaints.
• Strong follow-through and able to stay on an issue until it is resolved.
• Highly organized and able to manage multiple customer conversations and open issues at the same time.
• Comfortable working independently in a remote environment during EST hours.
• Able to learn new products, processes, and systems quickly.

Preferred Experience

• Experience with Shopify or another e-commerce platform.
• Experience with customer support platforms such as Gorgias, Zendesk, Freshdesk, HubSpot, or similar tools.
• Experience working for a D2C or B2B e-commerce brand.
• Experience supporting repeat customers, retention programs, customer feedback, or post-purchase outreach.
• Experience handling shipping and fulfillment-related customer concerns.
• Experience working with operations, fulfillment, or warehouse teams to resolve customer issues.
• Experience in a fast-growing consumer products or e-commerce company.

Ideal Candidate

The ideal person genuinely enjoys talking to customers and building relationships.

They should be comfortable doing things such as:

• Calling a customer after they receive a sample pack and asking what they thought of the cups.
• Following up with a repeat customer to understand how the company can serve them better.
• Responding quickly when a customer has a delayed shipment.
• Working internally to get the right information and then keeping the customer updated until the issue is resolved.
• Noticing when a customer has been waiting too long and taking initiative without being reminded.

We are looking for someone who is warm, confident, articulate, proactive, organized, and genuinely customer-focused.

Tools

Experience with the following or similar systems is helpful:

• Shopify or other e-commerce platforms
• Gorgias, Zendesk, Freshdesk, or similar support platforms
• HubSpot or other CRM tools
• Google Workspace or Microsoft Office
• Slack or similar communication tools
• Order or shipment tracking systems

What Success Looks Like

• Customers receive fast, professional, and helpful responses.
• Shipping issues are communicated clearly and followed through until resolution.
• Sample customers are consistently contacted for feedback.
• Repeat customers feel valued and receive proactive attention.
• Customer feedback is documented and shared with the team.
• No inquiry or follow-up falls through the cracks.
• The Operations Director has a reliable customer-facing partner who can take ownership of day-to-day customer communication.