E-Commerce Customer Support & Order Resolution Specialist

E-Commerce Customer Support & Order Resolution Specialist

Company: Skylar Racing, Inc.
Position: E-Commerce Customer Support Specialist
Location: Remote (Philippines)
Job Type: Long-Term / Full-Time or Part-Time
Compensation: Based on experience and qualifications

About Us

Skylar Racing is a U.S.-based live-commerce and e-commerce company specializing in video games, collectibles, electronics, and a wide variety of other merchandise.

We sell a large volume of products through live auctions on Whatnot and other online marketplaces, including eBay and Shopify.

With a large number of orders and customer interactions, providing excellent customer service is an extremely important part of our business.

We are looking for a highly organized, dependable, and experienced Customer Support Specialist who can manage customer inquiries, investigate order issues, resolve routine problems, and ensure customers receive timely, professional assistance.

This position requires someone who is comfortable working independently, communicating with customers in English, navigating e-commerce platforms, and managing multiple customer issues simultaneously.

We are NOT looking for someone who simply sends generic, copied responses to every customer.

We need someone who can understand an issue, investigate the situation, communicate professionally, and work toward a proper resolution.

Primary Responsibilities

Your primary responsibility will be to manage customer support inquiries across our selling platforms and help resolve order-related issues efficiently.

You will be expected to monitor customer messages throughout your scheduled working hours and take ownership of assigned support cases until they are resolved or appropriately escalated.

Responsibilities include:

• Responding to customer messages on Whatnot, eBay, Shopify, and other company-approved channels.
• Answering questions regarding orders, shipping, delivery status, and product information.
• Investigating missing, delayed, damaged, or incorrect orders.
• Researching shipment tracking information through USPS, UPS, FedEx, and other carriers.
• Helping customers understand shipping timelines and tracking updates.
• Reviewing customer complaints and determining the appropriate next steps.
• Handling routine refund, return, cancellation, and replacement requests within company policies and assigned authority.
• Escalating refund approvals, disputes, or unusual cases to management when necessary.
• Communicating with our warehouse and shipping departments to investigate order issues.
• Maintaining detailed records of customer conversations and actions taken.
• Following up on unresolved customer complaints until a resolution is reached.
• Identifying recurring customer service problems and reporting them to management.
• Maintaining a professional, friendly, and helpful tone in all interactions.
• Protecting customer information and following company privacy and security procedures.

Daily Customer Support Responsibilities

You will be expected to actively manage customer support responsibilities every scheduled working day.

We want someone who takes initiative and does not wait for management to remind them to check messages or follow up on existing cases.

Your daily responsibilities will include:

• Reviewing all new customer messages at the beginning of your shift.
• Responding promptly to customer inquiries during scheduled working hours.
• Reviewing outstanding cases from previous shifts.
• Checking tracking information for orders with reported delivery issues.
• Investigating customer complaints using available order details and records.
• Communicating with customers regarding the status of their inquiries.
• Following up with warehouse personnel when physical order verification is needed.
• Identifying urgent issues that require management attention.
• Maintaining an organized record of pending, escalated, and resolved support cases.
• Providing an end-of-shift summary of unresolved issues and any actions needed from management.

Our goal is to maintain an organized customer support process where messages are not overlooked and problems are addressed as efficiently as possible.

Whatnot Customer Support

A significant portion of this position will involve supporting customers who purchase products during our Whatnot live auctions.

Experience with Whatnot is highly preferred.

You should be able to learn and understand:

• How Whatnot live auctions and purchases work.
• How buyers view their orders and tracking information.
• How to locate relevant order details.
• How to investigate shipping and fulfillment complaints.
• How to respond to product condition concerns.
• How to handle customers reporting missing or incorrect merchandise.
• How to recognize issues that require Whatnot platform support or management involvement.
• How to communicate with customers who purchased multiple products during a livestream.
• How to follow platform policies regarding orders, cancellations, refunds, and disputes.

Because customers purchase products during fast-paced live auctions, some inquiries may involve multiple items, order bundles, product condition disagreements, or confusion about what was purchased.

You must be able to investigate these situations carefully rather than making assumptions.

Accuracy is extremely important.

Shipping, Tracking & Delivery Issues

A major part of this position will involve resolving shipping-related inquiries.

You should be comfortable reviewing shipment tracking records and explaining carrier updates to customers.

Examples of common situations include:

• A customer says their order has not arrived.
• Tracking has not updated for several days.
• A package is marked delivered, but the customer cannot locate it.
• A customer received the wrong item.
• One or more items are missing from a shipment.
• A package arrived damaged.
• An order has not shipped within the expected timeframe.
• A customer is confused about combined or multiple shipments.
• A shipment has been returned to sender.
• A buyer wants an update on an existing support case.

You should be able to investigate the available information, determine the appropriate next steps, and communicate clearly with the customer.

You must never guarantee a delivery date or promise a refund or replacement without supporting information and appropriate authorization.

Refunds, Returns & Customer Complaints

You will help manage customer complaints related to refunds, returns, cancellations, and order discrepancies.

Your responsibilities will include:

• Reviewing customer complaints carefully.
• Locating the relevant order information.
• Requesting appropriate supporting details when necessary.
• Identifying whether a request falls within company and platform policies.
• Preparing cases for management approval when required.
• Responding to customers with accurate and professional information.
• Tracking unresolved refund or return cases.
• Following up on cases awaiting warehouse confirmation or management decisions.
• Documenting the final resolution.

You will not have independent authority to issue refunds, cancel orders, offer compensation, or make financial commitments unless explicitly authorized by management.

Our goal is to resolve legitimate customer problems fairly and efficiently while protecting the company from unnecessary losses and preventable mistakes.

Customer Communication & English Skills

Excellent written English is a requirement for this position.

You will be representing our company when speaking directly with customers, so your messages must be clear, natural, professional, and easy to understand.

We are looking for someone who can:

• Write grammatically correct English.
• Understand customer concerns without requiring repeated explanations.
• Communicate naturally rather than relying entirely on templates.
• Remain polite and professional when customers are frustrated.
• Explain complicated situations using simple, understandable language.
• Recognize when a customer needs additional assistance.
• Ask relevant questions to gather missing information.
• Avoid argumentative, defensive, or disrespectful responses.
• Communicate with management when an issue requires escalation.

You must be comfortable communicating with U.S.-based customers and coworkers.

AI tools may be used when authorized to assist with drafting, but you must independently verify all information and ensure messages accurately address the customer's situation.

Problem-Solving & Independent Work

We are looking for someone who can investigate problems and take appropriate action without requiring constant guidance.

For example, if a customer contacts us because their package is missing, we do not want someone who simply forwards the message to management without investigating.

We want someone who first reviews the tracking information, checks available order records, determines the likely issue, and identifies the next appropriate step.

Strong candidates will demonstrate:

• Independent problem-solving.
• Attention to detail.
• Good judgment.
• Strong organizational skills.
• Ability to prioritize urgent customer concerns.
• Accountability for assigned cases.
• Willingness to learn new platforms and procedures.
• Ability to recognize situations requiring management approval.

You should be able to handle routine issues independently while knowing when escalation is necessary.

Customer Support Organization & Reporting

You will be responsible for keeping customer support information organized and accessible.

Depending on company procedures, this may involve Google Sheets, shared documents, platform messaging systems, or customer support software.

You should be comfortable maintaining information such as:

• Customer name or platform username.
• Order number.
• Selling platform.
• Date the issue was reported.
• Description of the problem.
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