Own the customer experience, don't just answer tickets. We're a fast-growing e-commerce brand hiring a Customer Support Associate to run point on resolution quality and the AI workflow behind it.

You are not here to clear a queue and clock out. You are here to own the outcome of every ticket, catch what the process and the AI miss, and treat the customer experience like it's yours. This is an individual contributor role, not a task-only one. Do it well and a bigger one opens up.

What You'll Own

The outcome of every ticket you touch. Not just closing it, actually solving it.
The harder cases the AI escalates to you: disputes, refunds, anything needing judgment.
Making the AI better. Improve its guidance from real tickets so the same issue doesn't come back twice.
The patterns. Spot recurring friction early and bring the fix, not just the complaint.

Must-Haves

2+ years in customer support in the e-commerce industry.
An ownership mindset. You can point to something you improved that no one asked you to.
Strong written English. Clear, warm, precise.
Comfortable in Shopify and a helpdesk platform (we use Commslayer), and quick on new tools.
Experience with Slack and ClickUp.
Problem solving and technical thinking. You can work a problem to its root cause instead of escalating it, and reason through an unfamiliar system to figure out how it behaves
Heavy, hands-on use of AI daily.
Full-time, exclusive, long-term. Wednesday to Sunday, 1:00 PM to 10:00 PM Manila time (8-hour shift plus a 1-hour break). Rest days: Monday and Tuesday.

Not for You If

You see this as "just a job."
You need step-by-step direction and go quiet when something's off.
You hand over problems instead of solving them.

How We Hire : We move quickly while respecting your time.

1. Fill out our quick application form. It includes simple questions and takes around five minutes.

2. We respond to every applicant. No ghosting.

3. Qualified applicants complete a short first interview focused on experience and culture fit.

4. Those who pass complete a short technical interview.

5. Crush it, and we send you an offer.

Full-Time Perks (after a 1 to 2 month probation)

* 13th-month pay

* 18+ days of paid time off

* Every AI tool you need, paid for by us

* Health insurance

* An annual training and learning budget

* The opportunity to fly out and meet the rest of the team, completely optional

We genuinely take care of our team and invest heavily in our people. We’re looking for someone who wants to take ownership, grow with us, and build something meaningful for the long term.

Customer Support Associate (E-commerce)

Own the outcome, not just the queue. A fast-growing e-commerce brand needs a Customer Support Associate to solve the hard tickets, sharpen the AI behind them, and turn recurring friction into the fix.