Weekend Ecommerce Customer Support — Email, Phone & Chat (Zendesk)

We are looking for a reliable, experienced weekend customer support specialist to help customers across our online ecommerce stores through email , phone, and live chat.

PAY & SCHEDULE

• Starting salary: USD $250 per month, with possible future pay raises based on performance and business growth. Raises are not guaranteed.
• Saturday–Sunday, 9:00 AM–6:00 PM US Eastern Time, following US daylight saving changes.
• One-hour unpaid break each day; 8 working hours per day and 16 working hours per week. Break timing will be agreed in advance.
• Overnight in the Philippines: 9:00 PM–6:00 AM during US daylight saving time, or 10:00 PM–7:00 AM during US standard time, Saturday night through Monday morning.
• Remote role; you must be consistently available during the stated working hours.

RESPONSIBILITIES

• Respond to customer email s, incoming phone calls, and live chats professionally and promptly.
• Help customers with order questions, digital ebook delivery, download links, billing questions, refunds, and subscription cancellation requests.
• Follow store policies accurately, document each interaction in Zendesk, and escalate issues that require approval.
• Handle frustrated customers calmly and respectfully, giving clear explanations and practical next steps.
• Keep tickets organized and follow up until issues are resolved.
• Protect customer information and maintain accurate support records.

REQUIREMENTS

• Previous customer support experience in ecommerce, an online store, or a similar business.
• Familiarity with Zendesk, including tickets, customer history, macros, and ticket statuses.
• Excellent written English and clear, easily understood spoken English for phone support.
• A professional, friendly phone manner and strong listening skills.
• Good judgment, attention to detail, reliability, and the ability to follow written procedures.
• Reliable internet, a computer, a good headset, and a quiet workspace suitable for calls.
• Availability for the full schedule above.

NICE TO HAVE

• Experience supporting digital products, subscriptions, or Shopify stores.
• Experience handling billing concerns, refund requests, and upset customers.

HOW TO APPLY
Apply through OnlineJobs.ph with the subject “Weekend Ecommerce Support — Zendesk” and include:
1. A short introduction and a link to your resume.
2. Your relevant customer support experience, including the channels you handled and how you used Zendesk.
3. A 60–90 second voice recording introducing yourself and explaining how you would help a customer who cannot find their ebook download email . Share a recording link that we can open.
4. A short sample email reply to: “I paid for my ebook, but I haven’t received it. Please help.”
5. Confirmation that you can work the Saturday–Sunday, 9:00 AM–6:00 PM US Eastern schedule with a one-hour unpaid daily break, accept the starting salary of USD $250 per month, and your earliest start date.

We are looking for thoughtful, accurate customer service and clear communication—not scripted answers that ignore the customer’s actual issue.