Customer Experience Agent — Email Support (Ecommerce)

Full-time · 100% Remote (Philippines) · US business-hours shift · Direct hire (no agency)

About the Role
We're a fast growing US-based direct-to-consumer brand. We treat customer support as part of the product, not an afterthought — our CX team is the human voice of the brand.

We're growing a high-standard support team and hiring exceptional people with talent and drive. If that's you, read on.

What This Role Is
You'll take full ownership of customer conversations from first message to resolution — primarily over email , with occasional support across other channels as needed. You resolve fast, resolve accurately and make people feel genuinely taken care of — even when they're frustrated.

This is not a role about firing off replies to easy, happy email s. You'll read tone accurately, work out what a customer actually wants (not just what they typed), make smart retention attempts when it's right — and know when to stop pushing and simply help. This role is for someone who is proactive, accountable, calm under pressure and genuinely sharp about judgment.

What You'll Do

• Handle customer inquiries primarily over email , with some support across social DMs and marketplaces as needed
• Resolve questions about orders, products, subscriptions, refunds, replacements and general support
• Handle cancellations and billing concerns with real retention judgment — save the customer when it's right and process cleanly when it's not
• Own every assigned conversation thoroughly, no messages left idle, no dropped threads
• Follow our SOPs, shortcuts and workflows consistently and accurately
• Hit daily and hourly productivity targets while keeping response times sharp
• Recognize when something needs escalation (complex, unclear, or non-CX issues like marketing, affiliate, or legal) and escalate cleanly using the right tags and channels
• Spot recurring issues or gaps and give us honest feedback to improve our processes
• Pick up new tools, processes and updates quickly

What We're Looking For

• Excellent written English — clear, warm, professional, and error-free (this is an email -first role, so writing is everything)
• Prior customer support experience (ecommerce strongly preferred)
• Sharp judgment — you read tone accurately, catch what a customer really needs and can tell the difference between someone who's just upset and a situation that genuinely needs escalation
• A retention mindset — you make smart, non-pushy save attempts and you recognize when to stop and simply process the request
• Ability to juggle multiple conversations across multiple platforms without losing quality
• Strong attention to detail and genuine comfort following processes exactly
• Proactive, accountable and solution-oriented — you fix things and follow through
• Reliable internet, a quiet workspace and a working computer
• Able to work a US-hours shift and/or weekends on a consistent schedule

Nice to Have

• Experience with helpdesk / CX platforms (e.g. Gorgias, Zendesk, Kustomer, or similar)
• Experience supporting social DMs and online marketplaces
• Familiarity with subscription-based ecommerce

How to Apply — please read carefully:
This application asks more of you than most. That's on purpose — it's how we find people with real judgment and how we evaluate everyone the same way, purely on merit. We read every application that follows these steps and screen out the ones that don't.

1. Start your message with the word OWNERSHIP so we know you read the whole post.
2. Tell us in 2–3 sentences why you'd be a strong fit — no generic copy-paste, we want to hear the real you.
3. Write the actual reply you'd send to each of these two customers — the real words, not a summary:

Customer 1: "Hi, I just noticed I was charged $45.99 and a new order is on the way. I didn't realize this was a subscription when I ordered. I don't need more product right now. Can you help?"

Customer 2: "WHY WAS I CHARGED AGAIN?? I only ordered this ONE TIME!! Cancel everything immediately and refund me. I will NEVER order from you people again!!!"

We're reading these for how you handle tone, whether you catch what each customer actually needs, your judgment on when to retain vs. just help and your written English.

Applications that skip the code word or the scenarios won't be reviewed. Shortlisted candidates complete a short scenario-based assessment before we move forward.