Customer Experience & Operations Specialist

Customer Experience & Operations Specialist
US-based personal care brand

Please be sure to read this entire job description before applying.

Location: Remote (Philippines) Type: Full-time Hours: [__] hours/week, with at least [4] hours of daily overlap with US [Mountain/Pacific] time Compensation: [PHP __ – __ per month, depending on experience] + performance bonus Reports to: [Name / Founder]

About us

We are a US-based, fragrance-forward personal care brand — body wash, shampoo, conditioner, deodorant, and soon a safety razor. We sell direct-to-consumer through our Shopify store and on Amazon. We are small, we move fast, and we care enormously about the details: the scent, the packaging, the way an email reads.

We are currently relaunching the brand with an entirely new fragrance line developed in partnership with one of the world's leading fragrance houses. This role sits right at the front of that relaunch.

We will share full details about the company with candidates we move forward with.

The role in one sentence

You are the voice of our brand to our customers, and the hands that keep product moving behind the scenes.

Most brands treat support as a cost center — a queue of tickets to close as quickly as possible. We don't. Every conversation is a chance to teach someone about our scents, solve a real problem, and turn a first-time buyer into someone who reorders for years and tells their friends. If you close a ticket without leaving the customer feeling better about the brand than before they wrote in, that ticket wasn't finished.

You will own this across three surfaces: our Shopify store, our social channels, and Amazon.

The second half of the role is inventory operations. You will place production and fulfillment orders with our third-party logistics partner and keep our Amazon warehouses stocked. It is unglamorous, it is detail-heavy, and getting it wrong costs us real money — a stockout on Amazon can take weeks to recover from. We need someone who treats it with the same care they bring to a customer email .

What you'll do
Own the conversation
Respond to customer inquiries across Gorgias (email , chat, SMS) with speed and genuine care
Manage Instagram DMs and comments — questions, complaints, compliments, and everything in between
Reply to every Amazon review and customer message in Seller Central, positive and negative alike
Handle order issues, shipping problems, returns, and refunds cleanly and without drama
Build the automations
Build, maintain, and continuously improve Gorgias macros, rules, views, and auto-responses
Build and optimize ManyChat flows for Instagram — comment triggers, DM automations, story replies
Identify the repeat questions and automate them, so human attention goes where it actually matters
Know when an automation is failing a customer, and step in personally before they get frustrated
Sell through service
Recommend products and scents based on what the customer actually needs
Recover abandoned carts and convert pre-purchase questions into orders
Spot upsell and cross-sell moments that genuinely help the customer, and take them
Turn unhappy customers into repeat customers
Protect the voice
Use Claude (or similar AI tools) to draft, refine, and scale responses that sound like us — never generic, never robotic
Learn to write and adjust prompts that reliably reproduce our brand voice
Know our fragrances and formulations well enough to answer real questions about them: what a scent smells like, how it behaves on skin, which product suits which hair type
Keep product moving
Place orders with our 3PL and track them through to completion
Create and manage Amazon FBA shipments — shipping plans, box content, labeling, carrier booking, appointment scheduling
Monitor inventory levels across Shopify, the 3PL, and Amazon, and reorder before we run out
Track inbound shipments and chase down anything delayed, lost, or received short
Watch Amazon's restock limits, IPI score, and storage fees, and plan shipments around them
Maintain a clear, current inventory record the founder can look at any time
Flag low stock early and loudly. A stockout is a failure, not a surprise.

You will take this over from Karen, who currently handles it. She will train you through a full handover period.

Close the loop
Report recurring complaints, product issues, customer language, and inventory position back to the founder weekly
Flag patterns worth acting on — packaging problems, confusing product pages, scent feedback
Track your own numbers and know how you're doing
What we're looking for
Required
2+ years in ecommerce customer service, ideally for a DTC brand
Hands-on Gorgias experience — not just answering tickets, but building macros, rules, and automations
ManyChat experience — you have built working Instagram DM and comment flows yourself
Amazon Seller Central familiarity — comfortable in the back end, responding to reviews and buyer messages
Exceptional written English. Warm, clear, natural, and correctly punctuated. This is the single most important requirement in this listing.
Experience using AI tools (Claude, ChatGPT) as part of a daily workflow, with real judgment about when to use them and when not to
Amazon FBA shipment experience — you have personally created shipping plans, managed box content, and booked inbound shipments
Experience coordinating with a 3PL — placing orders, chasing delays, reconciling what was received against what was sent
Comfort with spreadsheets and inventory tracking. You are the kind of person who notices when a number doesn't add up.
Reliable high-speed internet and a quiet place to work
Nice to have
Shopify admin experience
Background in beauty, personal care, or fragrance
Klaviyo or email marketing exposure
Experience with Amazon restock limits, IPI scores, or storage fee planning
Inventory forecasting experience
Experience with a brand going through a rebrand or relaunch
Who thrives here
You genuinely like people, and it shows in how you write
You notice details and they bother you when they're wrong
You would rather fix the cause of ten tickets than answer ten tickets
You can switch between warm customer conversations and precise operational detail without dropping either
You can work independently and make sensible judgment calls without waiting to be told
You care about a brand feeling like a real thing made by real people

One more thing: we read carefully, and we hire people who do the same. Please put "Customer Delight" in the subject line of your application so we know you read this job description all the way through.

How we'll measure success
Metric Target
First response time Under [2] hours during working hours
Resolution time Under [24] hours
Customer satisfaction (CSAT) [90]%+
Amazon review response rate 100%
Revenue attributed to customer conversations Tracked and growing
Tickets deflected by automation Growing quarter over quarter
Amazon stockouts Zero
Inventory record accuracy Current and correct at all times
Inbound shipment issues Caught and escalated before they affect availability
How to apply

Please send:

A short note — a few paragraphs, not a form letter — telling us about a time you turned an unhappy customer into a happy one. What did you say, and why did it work?
Your CV
Screenshots or a short screen recording of a Gorgias setup or ManyChat flow you personally built, and — if you have it — an Amazon FBA shipping plan you created
A short exercise:

A customer writes in, annoyed. She bought our body wash three weeks ago, loved the scent, and just reordered — but the new bottle smells noticeably different to her. She wants to know if we changed the formula, and she's frustrated because it was her favorite.

Write the reply you would send. Then, in two or three sentences, explain what you were trying to accomplish with it.

We read every application. Candidates who complete the exercise thoughtfully go to the top of the pile.