Customer Care & Sales Agent (Inbound Support + Design Follow-Up) — Wellness Brand, Full-Time, Remote

Customer Care & Sales Agent (Inbound Support + Design Follow-Up) — Wellness Brand, Full-Time, Remote

Job Type: Full-Time
Salary: $8 to $10/hour (USD), depending on experience, plus a KPI-based bonus
Schedule: Full-time, night shift (approx. 9:00 PM to 5:00 AM PHT) to cover our UK and US clients

About the Company

PilatesGoods is a fast-growing international B2B brand. We supply custom branded grip socks and studio essentials to Pilates, yoga, and barre studios across six markets worldwide. We are a start-up, not a "slow corporate" company. We move fast, we care about how things look, and we treat our clients like partners, not just accounts.

If a start-up pace and environment sound exciting to you, keep reading. If that's not your style, this isn't the right role, and it's better we both know that now.

This is a 50-50 role

This job is split roughly evenly between two things: customer care and sales. About half your time you'll be looking after existing clients (answering questions, handling complaints, keeping people happy), and the other half you'll help new studio owners go from a design request to a paid order. We're looking for someone who is genuinely good at both, not someone who only wants to sell or only wants to do support.

About the hours

This is a night shift. Your hours (roughly 9:00 PM to 5:00 AM Philippine time) are built to overlap with our clients in the UK and the US. Please only apply if you are genuinely comfortable working nights on a long-term basis. During your onboarding period there will also be some overlap with our Dutch team at the start of your shift, so your questions get answered fast while you learn the business.

What You'll Be Doing

Customer Care (about half your time)

Handle inbound questions and complaints from studio owners and their teams, across email , phone, and Instagram.
De-escalate tense situations calmly and professionally. Your main job here is to stop small frustrations from turning into big problems.
Take ownership of an issue from start to finish: understand it, communicate clearly, and follow through until the client is genuinely satisfied.
Turn a frustrated customer into a loyal one. How we handle problems is a big part of our reputation.
Loop in the right internal people (operations, design) when a problem needs it, and keep the client updated in the meantime.

Sales (about half your time)

Handle inbound leads from studio owners who requested a custom design for their products.
Send product designs to clients and follow up until they make a decision.
Guide clients from first message to paid invoice, aiming to close details within a handful of email s.
Spot genuine upsell opportunities (like embroidery or upgraded materials) when they add real value for the client, not just extra cost.
Read between the lines: understand what a client needs even when they don't say it directly.

Across both

Monitor and reply to Instagram DMs and comments through Manychat, matching your tone to the situation (professional, friendly, or casual with emojis when it fits).
Use AI tools daily for translation, drafting, and research. We work with clients worldwide, so this is a core part of the job, not an occasional task.

Requirements

Comfortable working a night shift (roughly 9:00 PM to 5:00 AM PHT) on a long-term basis.
Flawless spoken and written English. This role includes phone calls with clients, and because we sell mainly into the UK and US markets, a clear and natural American accent is a must.
Completed a higher education degree.
Proven customer care or customer support experience, especially handling complaints and de-escalating unhappy clients. This is essential, not a nice-to-have.
Sales experience (inbound sales, follow-up, closing).
Familiarity with the wellness, fitness, or studio scene (pilates, yoga, barre, or similar) is a strong plus.
Previous experience working with Dutch or European companies is a strong plus.
Able to work independently and take ownership after training. This is not a role with constant supervision.
Comfortable working toward KPIs, with a bonus structure tied to performance.
Already trained and skilled with AI tools (ChatGPT, Claude, or similar). Not looking for someone who needs to learn AI from scratch.

Growth & Onboarding

You will be trained properly and given real time to learn the business before working independently. There is a clear path to take on more responsibility as we grow, for people who show they can handle it.

Salary

Starting at $8 to $10 per hour (USD), depending on experience, plus a KPI-based bonus structure once you're fully onboarded.

Before You Apply

Please read this entire post before applying. You don't need to send a long written application. What we really want is a short video (a Zoom recording, Loom, or similar link) where you introduce yourself and tell us who you are and what you've done. Speaking on camera also lets us hear your spoken English, which matters for this role.

In your application, also include the answer to this question to prove you read the full post: How would you (based on your own research) describe the tone of voice of PilatesGoods?

We only want to be contacted through OnlineJobs.ph. Please do not reach out via LinkedIn or email . Applications sent through other channels will NOT be considered.