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Hireframe
Hireframe
51 – 200 Employees
ConsultingHR TechRecruitment
Hireframe is a recruitment and staffing company that helps businesses build remote teams through nearshore and offshore talent. Its on-demand hiring services cover Accounting & Finance, Operations & Customer Service, HR & Recruitment, Information Technology, and Sales & Marketing. Hireframe supports employers seeking skilled professionals in markets including Mexico and the Philippines, using a pay-per-hire model and dedicated full-time team placements. Companies use Hireframe as a talent acquisition partner when they need to fill important roles efficiently while supporting business growth and day-to-day operations.
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Customer Service Representative (3-Month Contract) — Philippines Remote

Provide customer support for two e-commerce brands, handling inquiries, orders, warranties, replacements, and fulfillment concerns. Help improve support processes while meeting response targets.

PHPhilippinesRemoteContractMiddleSeniorEnglish RequiredCustomer Support

Description

  • Manage customer emails in Gorgias for two consumer brands, working toward same-day inbox clearance.
  • Review and update Shopify orders, including status changes, size exchanges, and replacements.
  • Monitor shipments and address fulfillment problems through ShipBob.
  • Resolve warranty, damage, and replacement cases, following up through completion.
  • Submit chargeback claims using the Shopify chargeback app.
  • Apply established macros and procedures to keep replies consistent.
  • Refer unusual cases to the manager.
  • Stay in touch with the manager and team through Slack.
  • Spot recurring problems and recommend ways to lower ticket volume or response times.
  • Meet same-day response goals and a maximum two-business-day service target during peak periods.

Requirements

  • Previous customer support experience, preferably with a US-based e-commerce or consumer brand.
  • Strong written English for clear, personable customer emails.
  • Availability for a full-time US-hours shift, which runs overnight in the Philippines.
  • Organized follow-through to see open cases through to resolution.
  • Practical experience with Gorgias and Shopify is preferred.
  • Familiarity with ShipBob or another third-party logistics portal is preferred.
  • Experience supporting technical or warranty-covered products is preferred.
  • A process-focused approach to documenting, simplifying, and automating workflows.
  • Patience with technical cases that take multiple steps and ongoing follow-up.
  • Ability to collaborate with a small team in a relaxed, friendly customer community.
  • Knowledge of Gorgias, Shopify, the Shopify chargeback app, ShipBob, and Slack.
  • Ability to meet same-day response goals and a maximum two-business-day service target.

Benefits

  • Flexible, fully remote work.
  • Paid time off.
  • Health Maintenance Organization (HMO) coverage.
  • Annual performance bonuses.
  • Dedicated coaches who provide additional support and help build skills.
  • Opportunities for professional development.

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