E-commerce Customer Support Specialist (Philippines, Remote)

Who We Are
GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.
The Opportunity
We're hiring an E-commerce Customer Support Specialist for a fast-growing DTC furniture and home goods brand — owning returns, shipping issue resolution, and order management, and delivering guest-facing follow-up to the brand's service standard.
What Your Day-to-Day Will Look Like
Returns & Refunds: Own return processing, return management, and refund handling, including complex and multi-intent returns and the manual returns sheet.
Parts & Care Claims: Submit and track Parts & Care claims, and follow through to replacement delivery.
Shipping Resolution: Resolve shipping issues across all carriers, working directly in carrier portals and running traces, keeping the corresponding Concierge looped in.
White Glove Support: Support the White Glove delivery program through COI requests, Salesforce cases, expediting, and direct calls with white glove carriers to adjust or escalate deliveries.
Order Management: Handle cancellations, address changes, SKU changes, and scheduling shipments.
Order Verification: Complete daily order verification, review fraud flags and pending payments, and make the hold, cancel, or release call.
Guest-Facing Follow-Up: Deliver guest-facing follow-up on the cases you own — refund confirmations, replacement timelines, and updated delivery dates — in the brand's voice and to its service standard.
Inbox Triage: Triage inboxes for tickets that are not auto-routed, and pick up and action tickets passed from the Concierge within 60 minutes during business hours.
Retail Support: Support the Retail team on guest issues that come through the store channel.
Process Ownership: Own and update SOPs, and build macros that make repeat work faster and more consistent for the entire Guest Experience team.
SLA Ownership: Meet team SLA targets: acknowledge inquiries within 1 minute, 60% resolved within 15 minutes, 90% resolved within 60 minutes.
Record Keeping: Maintain detailed, accurate records of every interaction and action taken, flagging trends and process gaps to your manager.
What You Bring
Customer/Guest Support Experience: Experience owning end-to-end returns, refunds, and shipping issue resolution for an ecommerce or DTC brand.
Carrier & Logistics Fluency: Comfort working directly in carrier portals, running traces, and coordinating white glove delivery logistics.
Tools: Experience with Salesforce cases and similar ticketing/CRM systems.
Judgment: Sound judgment for fraud/payment holds and order verification calls.
Communication: Strong written communication, able to match a brand's voice and service standard in every guest-facing interaction.
Process Orientation: Comfort owning and improving SOPs and macros for a growing team.
Speed & Reliability: Ability to meet fast SLA targets and stay present and communicative on Slack and email throughout the day.
Salary Range: $5.50 - $6.50 per hour (Final offer based on skills and experience matched to role requirements)
What We Offer
At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything — and that starts with how we take care of you.
We support your life inside and outside of work with a comprehensive benefits package:
Fully Remote: 100% Remote work environment, never fight traffic again
Health Coverage: HMO or Healthcare Stipend (depending on location) after 90 days of service
Time to Recharge: 7 Paid Holidays and up to 6 PTO days per year
Family First: Parental leave after 1 year of service
We offer additional incentives for go-getters and proven performers!
$25 monthly perfect attendance bonus
Performance bonus
Anniversary bonus ($100 at 1 year; $200 at 2 years)
Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client
Your Application Roadmap
You've applied, now let's get to work. Here's the play-by-play:
Step 1 Resume Screening: Our hiring team reviews your experience to see how your unique skills align with our high-growth roles.
Step 2 Recruiter Interview: If we believe we have a great client match, we'll reach out to schedule a human-to-human chat to discuss your career goals, experience, and what makes you tick.
Step 3 Online Assessment: This is your chance to shine! You'll complete a role-specific test, a personality assessment, and your official GA Profile Form so we can represent you.
Step 4 Match Interview: You'll meet with one of our Senior Leaders for a deep-dive validation to ensure we're matching you with the right opportunity. This is your moment to bring your A-game and really shine — it's the final step for many of our roles!
Depending on the client, there are sometimes 2 additional steps:
Step 5 15-min Prep Call: We've got your back. Before the final round, your Recruiter will hop on a quick call to coach you, share insider tips, and ensure you're 100% ready.
Step 6 Client Interview: You'll meet the client to discuss how you'll help them scale and succeed. Bring your metrics and be on your A-game — this is your last chance to make a great first impression!
Join our 100% remote global team today, and grow with GrowthAssistant!
GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.

Work arrangement
Yes