Customer Support & Retention Specialist

We're looking for a passionate and driven Customer Support & Retention Specialist to join our growing e-commerce team. This is a full-time, fully remote position. You'll be the frontline voice of our brand — resolving customer issues, building lasting relationships, and turning at-risk customers into loyal advocates. All communication is handled via email .

Available Shifts (Philippines Time)
We have two shifts available — please indicate your preferred shift when applying:

• Shift 1: 9:00 AM – 5:00 PM
• Shift 2: 4:00PM – 12:00 AM

What You'll Do

• Manage a high volume of customer email inquiries with professionalism and speed
• Proactively retain customers by identifying churn risks and offering tailored solutions
• Upsell and cross-sell products to existing customers where appropriate
• Resolve order issues, returns, refunds, and complaints with empathy and efficiency
• Maintain accurate records of customer interactions using CRM/helpdesk tools
• Meet or exceed KPIs including CSAT, retention rate, and response time
• Flag recurring issues and collaborate with the team to improve processes

Requirements

• Exceptional written English — grammar, tone, and clarity must be outstanding
• Minimum 2 years of customer support experience, preferably in e-commerce or retail
• Proven track record in customer retention or sales
• Comfortable using CRM and helpdesk platforms (e.g. Zendesk, Gorgias, Freshdesk, HubSpot)
• Strong problem-solving skills and a customer-first mindset
• Ability to work independently, manage time effectively, and meet deadlines
• Willing and able to work overnight shifts
• Reliable internet connection and a quiet, professional work setup

Nice to Have

• Experience with Shopify or other e-commerce platforms
• Background in upselling, winback campaigns, or loyalty programs

What We Offer

• Full-time, stable remote position
• Competitive salary (based on experience)
• Performance bonuses tied to retention and sales KPIs
• Supportive team environment with room to grow