E-Commerce Customer Success & Support Specialist

Location: Remote | Candidates should be based in the Philippines
Schedule: Full-Time | EST Hours

About the Role

We are looking for an experienced E-Commerce Customer Success & Support Specialist to help provide an excellent customer experience for a growing B2B and D2C e-commerce brand.

This is primarily a customer support and customer success role.

You will be one of the main points of contact for customers, helping answer questions, resolve order and shipping concerns, follow up on issues, and make sure customers feel supported throughout their experience with the brand.

You will also proactively reach out to customers after they receive product samples and connect with repeat customers to gather feedback, understand their experience, and identify ways the company can provide better service.

You will work closely with the company’s Front-End Operations Director whenever shipping or order-related issues need additional investigation or coordination.

Key Responsibilities

Customer Support

• Respond to general customer inquiries coming through the company website, email, and other support channels.
• Assist customers with questions about products, orders, samples, shipping, delivery status, replacements, and other common concerns.
• Provide clear and timely updates when customers experience shipping or order issues.
• Make sure every customer