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SupportNinja
SupportNinja
1,001 – 5,000 Employees
B2BSaaS
SupportNinja provides flexible outsourcing services for businesses that need to expand their capabilities without proportionally increasing internal headcount. Its work spans customer experience, customer and technical support, content moderation, data processing, and finance and accounting. The company combines tailored service delivery with AI-enabled solutions to help more than 200 businesses improve operations and pursue growth. Founded in 2015, SupportNinja operates in the B2B and SaaS space.
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Remote E-commerce Customer Service Representative

Support US e-commerce customers remotely from the Philippines by phone and email. Assist with orders, returns, refunds, exchanges, customer retention, and product recommendations.

PHPhilippinesRemoteFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Answer customer questions by email and inbound phone.
  • Help customers place orders and cancel them.
  • Explain products and recommend suitable options.
  • Spot opportunities to suggest additional purchases during customer conversations.
  • Manage refund, return, and exchange requests with a focus on retaining customers.
  • Apply established service policies and workflows.
  • Refer cases that need client approval or an exception to policy.
  • Adjust to new processes as the client’s support operation evolves.

Requirements

  • Be available to work night shifts.
  • Speak English clearly and communicate effectively when assisting US-based customers by phone.
  • Write professional emails in English with strong grammar and comprehension.
  • Have experience in e-commerce customer support.
  • Be familiar with order management, cancellations, refunds, exchanges, and product questions.
  • Have inbound call experience, including handling difficult conversations and time-sensitive requests.
  • Be able to recommend products and identify upselling opportunities.
  • Be able to retain orders by converting potential refunds into exchanges or other solutions.
  • Demonstrate empathy, patience, initiative, and the ability to build customer trust.
  • Adapt to evolving operations and workflows.
  • Previous customer support experience with Intercom is preferred.
  • Familiarity with Intercom Fin or AI-assisted customer service workflows is preferred.
  • Experience supporting beauty, wellness, hair care, supplement, or other health-related e-commerce brands is preferred.
  • Experience with Shopify or a similar e-commerce platform is preferred.
  • Experience in customer retention, product recommendations, or upselling is preferred.
  • Experience supporting US-based consumer brands is preferred.

Benefits

  • Remote work-from-home arrangement.
  • Bring your own device (BYOD).
  • Equal opportunity employer.
  • Opportunities for growth and professional development.

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