Senior Customer Service & Support Specialist (eCommerce Brands)
Pearl West Location: Remote (Philippines)
Employment Type: Full-Time
Salary Range: $1000-$1400 per month
Reports To: HR/CS Director
About Pearl West Group
Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence. We’re looking for (2) Senior Customer Service & Support Specialist who thrives in a fast-paced, dynamic environment and can deliver exceptional customer experiences with empathy, speed, and precision.
Role Overview
As a Senior Customer Service & Support Specialist you’ll be the first point of contact for our customers—resolving issues, answering questions, and ensuring each interaction reflects our brand’s tone and values. You’ll manage communication across email, chat, and social channels, providing real-time, customer-centric support that balances empathy with efficiency.
This is a plug-and-play role for someone with prior DTC and marketplace support experience who can multi-task, think critically under pressure, and operate independently in a high-volume environment.
We operate in a trust-based culture—our ideal teammate is self-motivated, accountable, and guided by integrity, thriving without the need for micromanagement.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and social media (Instagram, TikTok, Facebook, FreshDesk,etc.)
- Provide real-time, empathetic, and solution-oriented support while maintaining consistent brand tone and service standards
- Handle returns, exchanges, refunds, order modifications, subscription management, and product inquiries across multiple sales channels (e.g., brand websites, Amazon, TikTok Shop, Walmart) using connected fulfillment and order management tools
- Manage subscription changes, cancellations, renewals, and billing inquiries
- Coordinate with 3PL partners (third-party fulfillment providers) and internal teams to resolve fulfillment, shipping, or product quality issues quickly
- Manage multiple customer conversations simultaneously while maintaining accuracy, composure, and professionalism
- Update and refine help desk macros, FAQs, and canned responses for clarity and consistency
- Identify recurring customer pain points and share actionable insights with CX, Operations, and Marketing teams
- Track and report daily support performance metrics (response time, resolution rate, CSAT/NPS and other productivity measures)
Non-Negotiable Requirements (Plug-and-Play Skills)
Category | Requirement |
Experience | Minimum 2 years in DTC or eCommerce customer service, ideally across multiple marketplaces or brand platforms |
Platforms | Proficiency in Shopify, Amazon Seller Central, TikTok Shop Seller Center, and a modern helpdesk system (e.g., Zendesk, Freshdesk, Help Scout) |
Communication | Exceptional written English—clear, empathetic, and brand-aligned |
Multitasking & Pressure Handling | Proven ability to handle multiple tickets/chats simultaneously, stay composed under pressure, and maintain attention to detail |
Integrity & Accountability | High personal integrity, self-discipline, and reliability — able to perform at a high level in a non-micromanaged, trust-based environment |
Availability | Able to work 8-hour shifts, including weekends or holidays based on business needs Core work shift is Tues-Sat 4am-12nn PHT |
Performance-Driven | Proven track record of meeting or exceeding CSAT and response time KPIs and result-oriented |
Mindset | Customer-obsessed, calm under pressure, proactive, and solution-oriented |
Preferred / Nice-to-Have Skills
Category | Desirable Skills or Experience |
Tools | Experience with Slack, ClickUp, Shopify, Amazon Seller Central, Tiktok Seller Central, OrderDesk, ShipBob, Google Suite |
Subscriptions | Familiarity with Recharge, StayAI, or similar subscription platforms |
Marketplace Knowledge | Understanding of Amazon, TikTok Shop, and Walmart order workflows |
Fulfillment Knowledge | Experience working with 3PL systems and reverse logistics processes |
CX Optimization | Experience improving FAQ pages, help centers, or response templates |
Metrics Awareness | Knowledge of CSAT, NPS, response time, and resolution KPIs |
Typing speed | 40wpm with at least 95% accuracy |
Soft Skills | Experience supporting a pet brand OR being a pet owner, with a strong understanding of pet owners' concerns and emotional connection to their pets -- able to communicate with empathy in sensitive situation. |
Performance Metrics (Success in the Role)
- Average First Response Time: < 24 hours
- Customer Satisfaction (CSAT): 90%+
- Ticket Resolution Rate: > 90% within SLA
- Customer Retention Impact: Ability to turn issue resolutions into repeat purchase opportunities
Why Join Pearl West Group
- Collaborate with a team of top-tier eCommerce operators scaling multiple consumer brands
- Fully remote role with modern tools and supportive leadership
- Exposure to DTC and omnichannel operations across Amazon, TikTok, and Shopify ecosystems
- Competitive compensation and performance-based bonuses
- Work in a results-driven, trust-based environment where integrity and ownership are valued as highly as performance
Application Process
- Submit your resume
- Initial interview by the HR Team
- Online assessment
- Final interview by the Hiring Manager