Email Support + Facebook Comment Moderator (Full Time, Long Term)

We run a US health and wellness ecommerce brand (supplements and topicals, two
Shopify stores). We get a steady flow of customer email s and a large volume of

Facebook comments on our ads every day. We need one reliable person to own both.

This is a long term role. We are looking for someone to stay for years, not
weeks.

WHAT YOU WILL DO

Email (about 60% of your day)

• Work the support inbox in our own helpdesk tool. Most replies are already

pre-drafted for you by our system. Your job is to check the customer's order,
fix or rewrite the draft, and send it.

• Look up orders in Shopify: order status, tracking, what they bought.
• Handle the everyday cases: where is my order, cancel my subscription, refund

requests, damaged items, wrong address.

• Log every refund, cancellation and delivery issue in our Google Sheet.
• Escalate anything unusual to us instead of guessing.

Facebook comments (about 40% of your day)

• Review the comment queue across our ad pages twice a day.
• Hide spam, abuse and comments attacking our brand or our page.
• Leave normal negative feedback and questions up, and reply to the ones that

are real buying questions.

• Flag anything that looks like a customer service problem so it gets an email

reply too.

WHAT WE NEED

• Excellent written English. Customers must not be able to tell you are not the

business owner. This is the single most important requirement.

• Comfortable working inside a browser based helpdesk, Gmail, Shopify admin and

Google Sheets.

• Good judgement. A lot of this job is d ---------- what is a real complaint, what

is a troll, and what needs a human. We will train you on our rules, but you
need to be able to apply them without asking every time.

• Consistent daily availability, All 7 days, 8 hours a day.
• Stable internet and your own computer.

NICE TO HAVE (not required)

• Previous ecommerce or dropshipping customer support experience
• Experience with Shopify
• Facebook page or community moderation experience

WHAT WE OFFER

• Full time salary, paid twice a month, on time, every time
• 13th month pay after your first year
• Paid Philippine holidays after probation
• Salary review at 3 months and again at 12 months
• Clear written SOPs, and tools that do most of the typing for you

HOW TO APPLY

Start your message with the word ORANGE so we know you read this.

Then answer these three, briefly:

1. What hours (Philippine time) can you work, and are you currently working any
other job or client?
2. any past experience ?
3. why should we hire you?

Applications without the word ORANGE will not be read. We reply to every
shortlisted applicant within 1 days.