Customer Support Lead — US E-Commerce | Full Ownership (Long-Term, Senior Role)

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: TYPE OF WORK

Any

: SALARY

$500-$1,000/Month

: HOURS PER WEEK

40

: DATE UPDATED

Jun 24, 2026

JOB OVERVIEW

We're a fast-growing US e-commerce company in the health space, and we're looking for ONE exceptional customer support specialist to take full ownership of our support function (you need to not just answer tickets, but run the whole system).

This is a long-term, work-from-home role for someone who has done this before, is genuinely great at it, and is tired of being micromanaged.

If that's you, read every word below. We wrote this post specifically to find you, and to filter out everyone else.

WHO WE ARE:
We sell research-grade products to professional and research customers across the US, through a portfolio of e-commerce brands. Our customers are knowledgeable and expect fast, accurate, trustworthy answers.

You'll be the voice of our brands. The person who keeps customers calm, happy, and coming back.

WHAT THIS ROLE ACTUALLY IS:
We are not hiring a ticket-closer. We're hiring an owner. We want someone we can hand the entire support side of the business to and trust completely (someone who solves problems on their own, makes good judgment calls, protects our revenue, and builds systems so the same problems stop happening.

The goal is that we almost never have to get involved, because you've got it handled better than we would.

WHAT YOU'LL OWN:
- All inbound customer support across multiple brands, from one unified inbox (Missive).
- End-to-end resolution of order issues: refunds, cancellations, address changes, missing items, shipping delays, promo/BOGO confusion, billing questions.
- Managing orders in WooCommerce and our custom back-office dashboard (holding orders, editing addresses, building replacement/draft orders, issuing refunds, creating gift codes).
- Coordinating with our fulfillment warehouse and payments team to get issues solved fast.
- Protecting revenue (solving the problem and saving the sale instead of always defaulting to refunds).
- Turning recurring issues into clean SOPs and systems so they scale.
- Over time: helping us hire, train, and lead more support reps as we grow. This role has a clear path to Support Manager.

WHO YOU ARE:
- 3+ years in customer support, ideally e-commerce and US customers.
- Native-level WRITTEN English. Warm, clear, concise — a helpful human, not a corporate robot.
- A genuine problem-solver with real judgment. You can read a messy, emotional situation and find the right outcome without a script.
- Independent. You don't need hand-holding. You make the call and own the result.
- Fast. You resolve tickets in minutes, not half an hour each, because your logic and reasoning are sharp.
- Business-minded. You think like an owner d ---------- what's best for the company, not a button-pusher trying to make the customer go away.
- Tech-comfortable. You pick up tools like Missive, WooCommerce, and internal dashboards quickly.

WHO SHOULD NOT APPLY:
We're being direct to save us both time:
- If you need someone to tell you exactly what to do every day — this isn't for you.
- If your instinct with an upset customer is "just refund them" — this isn't for you.
- If you've only ever followed scripts and never owned outcomes — this isn't for you.
- If your written English isn't near-native — this isn't for you.
- If you're juggling several other clients and want one more on the side — this isn't for you. We want focus and ownership.

HOURS, PAY & GROWTH:
- Full-time, long-term, work-from-home.
- HOURS: Daytime shift, Philippine time, with a few hours of overlap with US business hours.
- SALARY: $500-1,000/month depending on experience, plus a performance bonus.
- Raises and a real path to Support Manager as we grow.
- We pay above market on purpose: we'd rather pay more for someone we can fully trust than save money and have to micromanage.

HOW TO APPLY — READ CAREFULLY (this is the first test):
This job is about following details and reading carefully, so the application is too.
1. Do NOT reply here on onlinejobs.ph. Messages sent here will not be read.
2. Apply ONLY through this form: ----------
3. The form's first question asks for a secret phrase. The phrase is: SOLVE, DON'T REFUND (We use this to find the people who actually read to the end.)

Applications that skip these steps are automatically declined. Not to be strict for its own sake, but because this is exactly the kind of attention to detail the job requires every single day.

We read every complete application. We're excited to meet the right person.

SKILL REQUIREMENT

Customer Support Email Support Order processing

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Customer Support Lead — US E-Commerce | Full Ownership (Long-Term, Senior Role)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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