Customer Support & Retention Specialist

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: TYPE OF WORK

Full Time

: SALARY

700/month

: HOURS PER WEEK

40

: DATE UPDATED

Jul 6, 2026

JOB OVERVIEW

?? Please do not submit your application unless you meet the 3-year customer support experience requirement and are able to include a video introduction. Applications missing either will not be reviewed.

We're looking for a passionate and driven Customer Support & Retention Specialist to join our growing e-commerce team. This is a full-time, fully remote position. You'll be the frontline voice of our brand — resolving customer issues, building lasting relationships, and turning at-risk customers into loyal advocates. All communication is handled via email.

Available Shift (Philippines Time): 10:00 PM – 6:00 AM

What You'll Do

Manage a high volume of customer email inquiries with professionalism and speed
Proactively retain customers by identifying churn risks and offering tailored solutions
Upsell and cross-sell products to existing customers where appropriate
Resolve order issues, returns, refunds, and complaints with empathy and efficiency
Maintain accurate records of customer interactions using CRM/helpdesk tools
Meet or exceed KPIs including CSAT, retention rate, and response time
Flag recurring issues and collaborate with the team to improve processes

Requirements

Exceptional written English — grammar, tone, and clarity must be outstanding
Minimum 3 years of customer support experience (must be genuine, hands-on customer support experience — general admin, sales-only, or unrelated roles will not be considered)
Proven track record in customer retention or sales
Comfortable using CRM and helpdesk platforms (e.g. Zendesk, Gorgias, Freshdesk, HubSpot)
Strong problem-solving skills and a customer-first mindset
Ability to work independently, manage time effectively, and meet deadlines
Willing and able to work overnight shifts
Reliable internet connection and a quiet, professional work setup

Nice to Have

Experience with Shopify or other e-commerce platforms
Background in upselling, winback campaigns, or loyalty programs

How to Apply
Applications must include a short video introduction covering your customer support background and why you're a good fit. Please also clearly state your 3+ years of relevant customer support experience.

What We Offer

Full-time, stable remote position
Competitive salary (based on experience)
Performance bonuses tied to retention and sales KPIs
Supportive team environment with room to grow

SKILL REQUIREMENT

Customer Support Ecommerce Account Retention

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Customer Support & Retention Specialist

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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