Customer Support Phone Agent, US Brand (Remote, Part-Time)

Schedule: Monday - Friday (Occasionally Saturday), 8-hour shifts, 9:00 AM–5:00 PM US Eastern Time

Start date: As soon as possible

About the Role:

We run live phone support for our US webshop. Right now we receive around 20 calls a day (roughly 2–3 per hour), and we expect this volume to grow significantly over the coming weeks, so comfort with a fast-growing call queue is essential.

Every call is a chance to help a customer and a chance to close a sale. You'll answer inbound calls covering both existing-order questions (status, returns, exchanges, shipping) and new sales enquiries, and you'll be expected to actively guide callers toward completing their purchase, not just answer questions. Our goal is to answer 98%+ of all incoming calls.

Between calls, there will be downtime that can be used for related tasks such as email support and call logging.

Responsibilities:

• Answer inbound customer calls on our phone line during your assigned shifts
• Advise customers on products, sizing, and fit, and actively close sales by creating a Shopify draft order for every closed sale
• Return missed calls and voi cemail s within 12 hours
• Handle customer email s during phone downtime, using our macro library for consistent responses
• Log every call accurately and same-day (call type, outcome, sale amount)
• Issue store credit or discount codes when resolving customer issues
• Escalate complex cases (disputes, shipment problems, VIP customers) following our escalation process
• Stay current on products, promotions, and policies, including during weeks you're not on shift

Requirements:

• Sales experience – for us, support is sales. You must be comfortable advising a customer and then actively asking for and closing the sale, not just answering the question
• US e-commerce experience, ideally hands-on creating draft orders in Shopify
• Neutral, US-friendly accent – our customers should feel they're speaking with someone based in the US
• Clear, friendly spoken and written English
• Genuine long-term availability during US Eastern business hours (9:00 AM–5:00 PM EST). For Philippines-based applicants, this is a permanent night shift (approximately 9:00 PM–5:00 AM or 10:00 PM–6:00 AM PHT, depending on US daylight saving time). Please only apply if you're comfortable with this long-term
• Experience with a helpdesk platform (Zendesk preferred) and confidence picking up new tools quickly (Quo, Rise AI, Shopify admin, Google Sheets)
• Reliable high-speed internet, a quiet work environment, and a quality headset
• Strong attention to detail for call logging and reporting

Nice to Have:

• Familiarity with footwear or apparel e-commerce (sizing, returns, exchanges)
• Prior on-call, relief, or reliever scheduling experience

Compensation:

• $5/hour base rate
• 7% commission on every phone sale you close (a sale counts once a draft order is created under your name and the customer completes payment)
• Commission is calculated from the call tracking sheet and paid with your regular monthly pay cycle