Senior Customer Support Specialist (Shopify E-commerce)

Own the customer experience, don't just answer tickets. We're a fast-growing e-commerce brand hiring someone to run point on resolution quality and the AI workflow behind it.

You are not here to clear a queue and clock out. You are here to own the outcome of every ticket, catch what the process and the AI miss, and treat the customer experience like it's yours. This is an individual contributor role, not a task-only one. Do it well and a bigger one opens up.

What You'll Own

• The outcome of every ticket you touch. Not just closing it, actually solving it.
• The harder cases the AI escalates to you: disputes, refunds, anything needing judgment.
• Making the AI better. Improve its guidance from real tickets so the same issue doesn't come back twice.
• The patterns. Spot recurring friction early and bring the fix, not just the complaint.

Must-Haves (be ready to show evidence, not just claim these)

• 2+ years in e-commerce customer support, with a specific example of something you improved that no one asked you to.
• Real Shopify depth. You can diagnose an order or payment problem from the admin, not just read a customer their tracking number.
• A helpdesk you've worked in daily (we use Commslayer). Quick on new tools.
• Heavy, hands-on AI use in your actual workflow, and you can name the tools and what you use them for.
• Problem solving to root cause. You reason through an unfamiliar system to figure out how it behaves instead of escalating.
• Strong written English. Clear, warm, precise.
• Full-time, exclusive, long-term. Tuesday to Saturday, 10:00 PM to 7:00 AM (Next day) Manila time (8-hour shift plus a 1-hour break). Rest days Sunday to Monday.

Not for You If

• You see this as "just a job."
• You need step-by-step direction and go quiet when something's off.
• You hand over problems instead of solving them.
• You measure yourself by ticket count instead of whether the customer's actual problem got solved.

How We Hire
This application takes real thought, and that's on purpose. Low-effort or AI-generated answers won't advance, and we respect your time enough to tell you that up front.

1. Answer our application questions properly.
2. We respond to every applicant. No ghosting.
3. Qualified applicants complete a short first interview on experience and fit.
4. Those who pass complete a short technical interview.
5. Crush it, and we send you an offer.

Full-Time Perks (after a 1 to 2 month probation)

• 13th-month pay
• 18+ days of paid time off
• Every AI tool you need, paid for by us
• Health insurance (HMO)
• An annual training and learning budget
• The option to fly out and meet the rest of the team

We genuinely take care of our team and invest heavily in our people. We want someone who takes ownership, grows with us, and builds something meaningful for the long term.

Apply now. It takes 5 minutes :
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