Ecommerce Customer Support Specialist (Gorgias / Zendesk) Remote | Dayshift | HMO + 1 Dependent

HMO healthcare for you and your 1 dependent (with COVID insurance). 

20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization).

13th-month bonus and Government-mandated benefits.

Equipment will be provided  + internet allowance.

Access to work in one of our Manila-based offices. 

Member Wellness Program.

Paid birthday leave + birthday treat. 

Welcome gift packs + Work anniversary gifts.

Year-End Party + Christmas hamper.

Manage high-touch, multi-channel customer inquiries (Email, Live Chat, Social Care) across direct-to-consumer and retail/stockist channels.

Own Gorgias CX platform administration building macros, tags, routing rules, automations, and tracking SLA/CSAT metrics.

Train and optimize the Gorgias AI Agent and AI Shopping Assistant tools to improve self-service accuracy and lower repeat ticket volumes.

Resolve complex ecommerce order issues, returns, and logistics inquiries by collaborating with warehouse, 3PL, and internal stakeholders.

Analyze customer feedback, trends, and ticket data to deliver actionable insights to Ecommerce, Marketing, and Operations teams.

Conduct proactive outreach to VIP customers and brand advocates to drive retention and customer lifetime value.

2 to 4+ years of experience in Ecommerce Customer Experience, Digital Helpdesk, or Omnichannel Customer Support.

Strong hands-on proficiency with Gorgias (or equivalent platforms like Zendesk or Salesforce Service Cloud).

Solid background managing orders, customer accounts, and inquiries within the Shopify ecosystem.

Demonstrated ability managing live chat, ticketing systems, and social care channels concurrently.

Clear, warm, and empathetic written English skills with strong problem-solving skills.

Experience with NetSuite ERP (order fulfillment) or Klaviyo CRM (email/SMS subscription data).

Direct experience training AI-assisted customer support tools or managing Knowledge Base/Help Center content.

Background in the Beauty, Haircare, Personal Care, or Retail Consumer Goods (FMCG) industries.