Automotive Technical Support Specialist (Classic Car Parts)

AUTOMOTIVE TECHNICAL SUPPORT SPECIALIST
Classic Car Parts | US E-Commerce Company | Direct Hire | Long-Term

READ THIS FIRST — THIS IS NOT A TYPICAL CUSTOMER SERVICE JOB

We specialize in weatherstripping, rubber seals, and restoration parts
for classic and vintage American cars — Mustangs, Camaros, Chevelles,
Impalas, C10s, and hundreds more. Our catalog includes door seals,
trunk seals, roof rail weatherstripping, window seals, and a rapidly
growing selection of all types of classic car restoration parts —
over 100,000 unique SKUs and counting.

Our customers are restoration shops, classic car dealers, and diehard
car enthusiasts across the US.

When they call, they don't ask "where's my package?" — they ask:
"I installed new door seals on my '69 Camaro and now the doors are
so hard to close I have to slam them — what's going on?" or "My trunk
seal isn't sitting right in the corners and I'm getting water in the
trunk — did I get the wrong part?"

(We also have a few smaller side brands — eBikes, motorcycle parts,
car decals, hobby parts, and a publishing company — but those are only
5-10% of your work and are simple customer service. If you can handle
the car parts, you can handle anything.)

If you have NO IDEA what a door seal bulb is or why orientation
matters when installing weatherstripping, this job is not for you.
If reading that made you curious (or excited), keep reading.

========================================
WHO SHOULD APPLY (and who should NOT)
========================================

APPLY if you:
- Are a car guy/car girl — you wrench on cars, watch car builds,
or grew up around someone who does
- Have worked in an auto parts store, repair shop, dealership,
or automotive call center
- Can hold a real, unscripted phone conversation in English with
American customers for 8 hours a day — not just read a script
- Understand what fitment means and why year/make/model matters
- Can troubleshoot a customer's installation problem over the phone
using common sense, product knowledge, and the right questions
- Actually ENJOY talking to people on the phone

DO NOT APPLY if you:
- Have never worked with cars, car parts, or automotive customers
- Are only comfortable on chat and email (this role is 50%+ phone)
- Struggle with unscripted, fast-paced English phone conversations
- Are looking for a basic VA or data entry role
- Don't know the difference between a disc brake and a drum brake

========================================
COMPENSATION
========================================
- Base: $900–$1,100 USD/month (depending on automotive experience)
- 13th Month Pay: Yes
- Paid Time Off: 10 days/year
- Performance Bonus: Available after 6 months based on metrics
- Payment: Weekly via Wise or PayPal

We pay at the top of the range for people who bring real
automotive knowledge. If you've worked in auto parts and are
great on the phone, we'll pay for that.

========================================
SCHEDULE
========================================
- Monday–Friday, 8:00 AM – 4:30 PM US Central Time
(That's 9:00 PM – 5:30 AM Manila Time)
- Fixed schedule, no rotating shifts

- 100% Work From Home
- Must be based in the Philippines

========================================
ABOUT US
========================================
We're a US-based company running several niche e-commerce brands. Our
CORE business — and 90-95% of your workload — is classic and vintage
American car parts. We carry one of the deepest selections of
weatherstripping, rubber seals, and restoration parts in the industry,
and our catalog is expanding rapidly into all types of classic car
parts — mechanical, electrical, trim, body, and more.

We've been in this industry for decades. Our customers are restoration
shops, classic car dealers, and everyday car enthusiasts across the US
who are passionate about keeping these vehicles on the road.

A huge part of this role is helping customers select the right
weatherstripping and seals for their specific car, and then
troubleshooting installation issues over the phone. Customers will
call with problems like:
- "I glued on my door seals and they're pulling away overnight"
- "My trunk lid won't latch after I installed the new trunk seal"
- "The roof rail weatherstrip won't sit right in the channel"
- "Which adhesive should I be using for my door seals?"

You need to be the person who can calmly walk them through it.

WE ALSO RUN A FEW SMALLER BRANDS (5-10% of your workload):
eBike, motorized bike & motorcycle parts (if you know cars,
you can handle this)
Car graphic decals (same car-world customers)
A paranormal nonfiction publishing company
Hobby parts

These side brands are MUCH simpler — mostly "where's my order?" and
"how do I return this?" type questions. No deep technical knowledge
needed. Think of it as a mental break between the challenging car
parts calls.

If you can handle the classic car parts work, the rest is easy.

This role is critical to our operation — you'll be the voice our
customers hear and the person they trust for answers. Because of
that, our screening process is thorough. We want to make sure this
is a great fit for both sides.

========================================
WHAT A TYPICAL DAY LOOKS LIKE
========================================

Check overnight emails and tickets from customers
Answer inbound call: "I need a complete weatherstrip kit for a
'72 Chevelle Malibu 2-door hardtop — what all comes in the kit?"
Troubleshoot: "I installed the door seals on my '68 Mustang and
now the doors won't close without slamming them. Is the seal
too thick or did I do something wrong?"
Walk a customer through proper seal orientation — his trunk seal
is installed backwards and that's why it's not seating right
Help a restoration shop figure out which roof rail weatherstrip
they need for a '70 Chevelle — hardtop vs. convertible
Process a return: customer ordered the wrong trunk seal — verify
his year/make/model and help him get the correct one
Advise a first-time restorer on the right adhesive for his
door seals — he used silicone instead of contact cement and
everything is peeling off
Take a phone order from a repeat customer who needs window
seals, a firewall pad, and a set of bumper guards
Answer a customer email about a paranormal book shipping date
Help someone pick the right decal size for their car
Process a return on a hobby parts order
Answer a basic question about an eBike battery or motorcycle part

The weatherstripping and seal calls are the challenging, rewarding
core of the work. The side brand questions are quick and simple —
they break up the day.

========================================
WHAT YOU'LL DO
========================================

TECHNICAL CUSTOMER SUPPORT — CLASSIC CAR PARTS (90-95%):
- Handle ~40–60 customer interactions/day (phone, email, chat)
- Answer inbound phone calls — order questions, fitment verification,
installation troubleshooting, returns
- Help customers identify the correct weatherstripping, seals, and
parts using year/make/model, body style, and part numbers across
our 100,000+ SKU catalog
- Troubleshoot installation issues over the phone — door seals,
trunk seals, roof rail weatherstripping, window seals, and a
growing range of all types of classic car restoration parts
- Advise customers on proper installation techniques, adhesives,
surface prep, and seal orientation
- Process returns and exchanges — determine root cause (wrong part
for their application, installation error, or defective product)
- Take orders over the phone

ADDITIONAL BRAND SUPPORT (5-10% of volume):
- Handle basic customer service (email, occasional phone) for our
other brands: eBike/motorcycle parts, car graphic decals, hobby
parts, and a paranormal nonfiction publishing company
- These are straightforward order support questions — no technical
troubleshooting needed
- We provide simple FAQ docs and response templates for these brands

========================================
REQUIREMENTS
========================================

MUST HAVE (Non-Negotiable):

- AUTOMOTIVE KNOWLEDGE: You must have hands-on experience or working
knowledge of cars and car parts. You understand what year/make/model
fitment means. You know basic automotive terminology (not just from
Google — from experience). Acceptable backgrounds:
• Worked in an auto parts store or counter
• Worked in a repair shop, dealership, or body shop
• Automotive call center or technical support experience
• Serious car hobbyist/enthusiast who works on their own vehicles
• Automotive technology or mechanic vocational graduate

- PHONE FLUENCY (Real, Not Rehearsed): You must be able to carry
natural, unscripted English conversations on the phone for hours
at a time. This means:
• You can think on your feet and respond naturally — not read
from a script
• You can handle frustrated customers calmly and professionally
• American customers can understand you clearly without asking
you to repeat yourself constantly
• You can explain technical concepts in simple terms
• You've done this professionally before (call center, phone
support, phone sales — at least 2 years)

- TROUBLESHOOTING ABILITY: When a customer says "I installed this
seal and it's not right," you don't panic. You ask the right
questions: What's the year/make/model? Which seal did they install?
Is the bulb facing the right direction? Did they prep the surface
and use the right adhesive? Can they send a photo? You use logic
and product knowledge to solve the problem.

- Reliable internet: minimum 25 Mbps (test at ---------- before applying)
- Quiet, dedicated home office for phone calls (no background noise)
- Own computer with quality headset (noise-canceling preferred)
- Available to work US Central Time hours (night shift PH time)

STRONG PLUS:
- Any sales or lead generation experience (relevant for advancement)
- Classic car knowledge specifically (American muscle cars, hot rods,
vintage imports)
- Experience with or knowledge of weatherstripping, rubber seals,
or body/trim restoration
- Experience with help desk software, ERP, or inventory systems
- TESDA automotive certification or related vocational training

========================================
WHAT WE'LL DEVELOP TOGETHER
========================================
You're bringing the automotive foundation and the phone skills.
We'll build on that with:
- Deep training on our specific product catalog (100,000+ SKUs —
we know that takes time, and we're patient with the right person)
- Hands-on knowledge of weatherstripping types, fitment,
installation best practices, and common troubleshooting scenarios
- Our internal systems (help desk, VoIP, ERP)
- Our customer base and industry relationships
- Quick orientation on our side brands (eBike parts, decals,
publishing, hobby parts) — these are simple and you'll pick
them up fast

========================================
TOOLS YOU'LL USE
========================================
- Help desk software (customer tickets and email)
- VoIP phone system (calls through your computer — you'll be on
this A LOT)
- ERP/accounting system (orders, quotes, inventory lookup)
- Google Workspace (email, sheets, docs)

========================================
GROWTH & ADVANCEMENT
========================================
This isn't a dead-end role. We're a growing company and we reward
people who perform.

Here's what growth looks like:
- MASTER THE ROLE: Become the go-to expert our customers trust.
Build deep product knowledge across our catalog.
- EARN MORE: As you prove yourself, we expand your responsibilities
— and your compensation grows with them. Top performers who take
on higher-level work earn significantly more.
- ADVANCE: There are real opportunities to move into higher-paying
roles with more responsibility as the business grows. We promote
from within.

We're not looking for someone to fill a seat for 6 months. We want
someone who wants to build a career with us — and we'll invest in
the right person.

========================================
OUR HIRING PROCESS (Read This Carefully)
========================================

This role demands real automotive knowledge and real phone skills —
not everyone has both. Our process is designed to find the person
who does. If that's you, this will be easy.

STEP 1: APPLICATION (below)
- Submit your resume and cover letter
- Complete the 5-question automotive knowledge quiz (below)
- Record and submit your video application (details below)
- You MUST include the word IGNITION somewhere in your cover
letter to confirm you read this entire posting

STEP 2: REVIEW & WRITTEN ASSESSMENT
- We review applications and quiz scores
- Top candidates receive a short written assessment: a customer
email scenario where you must help a customer identify the
right seal for their car and troubleshoot an installation issue

STEP 3: LIVE PHONE ROLEPLAY (This Is the Real Test)
- We will call you unannounced (within a scheduled window)
and roleplay a real customer call scenario:
"Hey, I just installed new door weatherstripping on my
1970 Chevelle and the doors are really hard to close now.
I have to basically slam them shut. I followed the
instructions but something's not right. Can you help?"
- We're evaluating: Can you think on your feet? Do you ask
smart diagnostic questions? (Did you prep the surface? What
adhesive did you use? Is the seal oriented correctly? Have you
tried adjusting the striker?) Are you calm and professional?
Can we understand you clearly? Do you sound like someone our
customers would trust?

STEP 4: OFFER & PAID TRIAL WEEK
- Start with a paid 1-week trial at full rate
- If we both agree it's a good fit, you're hired permanently

========================================
WHY WORK WITH US
========================================
- DIRECT HIRE: Work with us directly — no agency, no middleman
- STABILITY: We want someone for years, not months. Our business
has been running for decades.
- WEEKLY PAY: Get paid every week — no waiting around
- INTERESTING WORK: Classic cars have one of the most passionate,
fun communities in the world. You'll talk to people who LOVE
what they do.
- VARIETY: Our side brands keep things interesting — one minute
you're troubleshooting a Camaro door seal, the next you're
helping someone with an eBike order or a book shipment
- REAL ADVANCEMENT: This role has a clear path to higher-paying
responsibilities. We promote from within and reward performance.
- YOU MATTER: You won't be ticket #4,782. You'll be a core
member of a small team where your work directly impacts
the business.

========================================
HOW TO APPLY
========================================

>>> ALL 4 ITEMS REQUIRED — Incomplete applications will NOT
be reviewed:

1. RESUME with your relevant automotive and phone-based
customer service experience highlighted

2. COVER LETTER that answers:
- What is your automotive background? (work, hobby, education)
- Describe a time you troubleshot a technical problem for a
customer over the phone — what was the issue and how did
you resolve it?
- Why does this role interest you specifically?
- (Remember: include the word IGNITION in your cover letter)

3. AUTOMOTIVE KNOWLEDGE QUIZ — Answer these 5 questions
in your application:

Q1: A customer calls and says: "I just installed new door
weatherstripping on my '69 Camaro and now the doors won't
close without slamming them. What's wrong?"
Name at least 2 possible causes you would walk them
through.

Q2: A customer says: "I glued my trunk seal on last night
and this morning it's already pulling away from the
channel." What questions would you ask to figure out
what went wrong?

Q3: What does it mean when we say a weatherstrip seal is
installed with the wrong "orientation"? Why does it
matter?

Q4: A customer needs weatherstripping for his 1970 Chevelle.
What information do you need from him before you can look
up the right parts? (List as many as you can think of.)

Q5: What does "fitment" mean when we're talking about car
parts, and why is it so important for weatherstripping
specifically?

4. VIDEO APPLICATION (2–3 minutes max):
Part A: Pick any classic car (any year, any make) and tell
us about it — what you know about it, why you like it, or
an interesting fact. We want to see that you can talk about
cars naturally and with some passion.

Part B: Pretend you're on the phone with a frustrated
customer who says: "I installed a new roof rail seal on my
1967 Mustang and it's leaking when it rains. Water is
dripping inside right above the door. I used the adhesive
that was recommended but the seal just doesn't seem to be
sitting right in the channel. What do I do?"
— Talk us through how you'd handle this call. What questions
would you ask? How would you troubleshoot it?

Upload to YouTube (unlisted), Google Drive, or Loom and
include the link.

========================================
APPLY POINTS: Use exactly 8 Apply Points on your application.
========================================