Customer Service and Ecommerce Operations Specialist
O
OutForceEcommerce footwear
Source API remote eligibility restrictions: Philippines, UK working hoursFull-Time
Salary65,000 PHP per year
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Job Details
- Languages
- Excellent written English
- Required Skills
- ShopifyCustomer serviceZendeskCanva
Requirements
- Have excellent written English, with warmth, clarity, and accuracy.
- Bring previous customer service experience with a direct-to-consumer ecommerce or retail brand, ideally serving UK or US customers.
- Have experience with a helpdesk platform such as Gorgias, Zendesk, Re:amaze, or similar.
- Be comfortable interacting with customers and proactively solving problems.
- Be able to take ownership, work independently with limited supervision, and raise issues early.
- Be comfortable working with AI-assisted tools as part of daily work.
- Working knowledge of Shopify is helpful but not essential; training is provided.
- Exposure to Canva or similar tools is nice to have, but not essential.
Responsibilities
- Answer customer tickets in Gorgias and through website chat, responding to enquiries and complaints and escalating when appropriate.
- Handle fit, sizing, and product suitability enquiries by building product knowledge and providing specific advice.
- Monitor and respond to customer reviews, escalating those that need the founder’s attention.
- Manage return issues, including missing items, changes to return submissions, damaged returns, and coordination with SWAP and the fulfillment partner.
- Summarize recurring return reasons and fit or sizing patterns monthly.
- Assist with product uploads and content management, and maintain accurate product data, including sizing, descriptions, images, and stock status.
- Support seasonal catalogue launches in line with the trading calendar.
- Review AI-resolved conversations for quality and tone, correcting responses that do not meet brand standards.
- Improve macros, help center content, and AI instructions; track contacts resolved without human involvement and identify cases that should be handled by a person.
- Provide approximately four to six hours per week of founder administrative support, including document preparation, research, data gathering, and diary and travel coordination.
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