Own the customer experience, don't just answer tickets. We're a fast-growing e-commerce brand hiring someone 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.

We're not a traditional support team stacking human review on top of every ticket. Our AI agent resolves most tickets on its own, and this role exists to make it smarter, not to double-check it.

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 (be ready to show evidence, not just claim these)

• 2+ years in e-commerce customer support, with a specific example of something you improved that no one asked you to.

• Real Shopify depth. You can diagnose an order or payment problem from the admin, not just read a customer their tracking number.

• A helpdesk you've worked in daily (we use Commslayer). Quick on new tools.

• Hands-on experience with an AI system that takes action on tickets, not a writing assistant like ChatGPT. You trust a well-trained AI's output over manually re-verifying it against the source system, and when it's wrong, you know how to fix its guidance instead of working around it.

• Comfortable without SOPs or step-by-step checklists. We operate on principles, not scripts. If you need a checklist to feel confident doing the job, this isn't the role.

• Problem solving to root cause. You reason through an unfamiliar system to figure out how it behaves instead of escalating.

• Strong written English. Clear, warm, precise.

• Full-time, exclusive, long-term. Tuesday to Saturday, 10:00 PM to 7:00 AM (Next day) Manila time (8-hour shift plus a 1-hour break). Rest days Sunday to Monday.

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.

• You measure yourself by ticket count instead of whether the customer's actual problem got solved.

• You believe every order or tracking detail needs a human double-check before it reaches a customer, no matter what the AI already verified.

How We Hire
This application takes real thought, and that's on purpose. Low-effort or AI-generated answers won't advance, and we respect your time enough to tell you that up front.

1. Answer our application questions properly.

2. We respond to every applicant. No ghosting.

3. Qualified applicants complete a short first interview on experience and 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 (HMO)

• An annual training and learning budget

• The option to fly out and meet the rest of the team