Remote E-commerce Customer Service Representative
SupportNinjaSupport US e-commerce customers remotely from the Philippines by phone and email. Assist with orders, returns, refunds, exchanges, customer retention, and product recommendations.
Open
EverAI develops conversational AI experiences for roleplay, gaming, social interaction, and creative writing. Its AI companions support interactive storytelling, dynamic game characters, and writing ideation, bringing conversational tools to entertainment and creative use cases.
Customer Support Specialist – EverAI (Philippines, Remote)
Support customers using EverAI’s global AI companionship platform by resolving product, billing, and subscription issues. Help improve customer satisfaction and retention through clear, empathetic service.
Description
- Act as the first point of contact for EverAI customers.
- Answer customer questions through email and other channels.
- Resolve customer inquiries during the first interaction whenever possible.
- Diagnose product issues and explain features with clear, tailored guidance.
- Address billing and subscription questions, including refunds, in line with company policy.
- Escalate technical problems to the appropriate team with clear supporting details.
- Write empathetic responses that directly address each customer’s question.
- Work toward customer satisfaction, response-time, and 24-hour resolution targets.
- Take part in quality reviews and coaching, and apply the feedback received.
- Spot recurring ticket issues and share customer feedback with the team and product group.
- Recommend topics for the Help Center.
- Build product knowledge and continue developing customer success skills.
- Cover assigned shifts across all seven days of the week, with set rest days; schedules may change as the company grows.
- Help onboard and support customers, build relationships, represent their needs, and contribute to satisfaction, retention, and business growth.
Requirements
- Experience in customer support, community management, or a related role.
- Able to troubleshoot effectively and resolve problems.
- Familiar with Discord, email support systems, and ticketing tools such as Zendesk and Intercom.
- Fluent in English.
- Goal-oriented, accountable, and committed to the work.
- Practical mindset and able to balance execution, planning, and strategy.
- Humble, eager to learn, and receptive to feedback.
- Comfortable supporting products built on uncensored models and content.
- Comfortable working in the adult industry and with explicit sexual content.
- Available for scheduled shifts, which may include evenings, weekends, or holidays.
- Legally authorized to work in the country of residence.
Benefits
- 20 working days of paid time off per year.
- Annual in-person company meetup.
- Monthly allowance of $100 for health insurance expenses.
- Unlimited one-to-one sessions with psychologists and lifestyle experts through OpenUp, also available to up to three family members.
- Co-working budget for up to two visits per month, at €35 or $40 per visit.
- Budget for courses, books, conferences, events, or certifications.
- Company-provided laptop.
- Monitor budget of up to $250.
- Budget of up to $150 for a keyboard, mouse, microphone, and headphones.
- Premium access to ChatGPT, Hugging Face, Claude Code, and other tools needed for the role.
- Fully remote work.
- Flexible long-term B2B contract.
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