E-Commerce Customer Support Operator (US Hours)

NeoScope Solutions places trained Filipino operators inside US e-commerce brands.

This is not a general VA role. You will own one brand's customer inbox and write in that brand's voice, using the systems and standards we certify you on.

### What you will do

You handle the front line of a US brand's customer inbox.

That means tickets across email and chat, "where is my order" questions with live carrier lookups, returns and exchanges processed to the brand's SOP, and responses to product reviews and Trustpilot.

You also triage escalations. Anything involving refunds, chargebacks or disputes gets routed, not handled. CS Operators carry no money-movement authority. That boundary protects you as much as it protects the client.

You keep a daily ticket log and track your own CSAT.

### Who this is for

You have at least 12 months handling a real online store's customer inbox. Shopify, Amazon Seller Central, Lazada, Shopee, WooCommerce, eBay, Etsy or BigCommerce all count.

You have worked inside a ticketing or seller messaging platform. Gorgias, Zendesk, Freshdesk, Help Scout, Re:amaze, Intercom, Tidio, or a marketplace message center.

You write English that needs no editing. You can sound warm and casual for one brand and precise and formal for another, on the same set of facts.

You can handle tickets around 80+ per day.

Shopify admin experience is a strong plus. It is not required if the rest of your profile is strong.

### The hours, stated plainly

Our clients are US brands, so you work US business hours. Depending on which client you are placed with, your shift will fall somewhere in this range:

- US Eastern client: 9:00pm to 6:00am PHT
- US Central client: 10:00pm to 7:00am PHT
- US Pacific client: 12:00am to 9:00am PHT

Your shift also moves by one hour twice a year when the US changes clocks.

We are telling you this before you apply because we would rather you d ---------- now than in month two. If overnight work does not fit your life, this role will not fit either.

### How you get in

Four steps. Application, a short skills assessment, a written and video assessment, then a live interview.

If you pass, you are offered a seat in the NeoScope CS Bootcamp.

### About the Bootcamp

Before Day 1 you complete a short self-paced pre-work module, about 3 hours, covering Shopify admin and helpdesk basics. Finishing it is a condition of keeping your seat.

During Bootcamp you are trained on brand voice, our tag taxonomy and macro library, Shopify order admin, returns and exchanges, de-escalation, and escalation routing.

It ends with a 50-ticket simulation. You need a 90% QA score to certify.

Be clear on this: **a Bootcamp seat is not a job offer.** Certification is what earns deployment. We pay you for the three days either way, and we tell you your score honestly.

### Pay and the path forward

Starting rate is $5.00/hr, $800 USD per month at full time.

That is a starting number, and it is attached to a path. Certified operators move up:

CS Operator - Senior CS Operator - CS Resolution Specialist

Each tier carries a higher rate and more authority. The Resolution Specialist tier holds money authority: refunds, chargebacks and disputes.

Movement is based on certification and QA performance, not on how long you have been here. We fill senior roles from our own bench first, which is why we care so much about who we let into Bootcamp.

You also get: paid Bootcamp days, a certification that belongs to you, written SOPs and a Brand Bible for every client, a named escalation path so you are never guessing alone, and a QA scorecard so you always know where you stand.

### What we need from you

- A computer at i5, Ryzen 5, M1 or better, with 8GB RAM
- Internet at 20 Mbps down and 10 Mbps up, wired or stable fiber
- A named backup internet connection
- Backup power covering at least 30 minutes
- A quiet, dedicated workspace and a headset
- Availability for the pre-work and all three Bootcamp days
- Willingness to give one reference from a past CS supervisor or client

### To apply

Answer the questions below. Please answer them yourself, in your own words. We read every one, and specific answers move forward.
Provide a link to your most recent resume. Make sure it is set to public so we can view it.
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B. Answer these questions with your application

1. What online store or stores have you handled customer messages for? Name the platform (Shopify, Amazon, Lazada, Shopee or other) and how many months.
2. What ticketing or messaging platform did you use? Name it. If you only used email or WhatsApp, say so.
3. About how many tickets did you handle in a normal day?
4. Tell me about one specific customer you helped that you still remember. What did they want, what did you do, and how did it end? (3 to 5 sentences)
5. A customer emails: "This is the third time I'm asking. Where is my order?" You check and the tracking has not moved in 6 days. Write the reply you would send.
6. Have you worked overnight or graveyard hours before? If yes, for how long and what were the hours? If no, say no.
7. Between 10:00pm and 7:00am, who else is awake in your home, and what is your internet and power situation during those hours?
8. Describe your computer (processor, RAM), your internet speed, your backup internet, and your backup power.
9. What is your current work situation, and when could you start a 3-day Bootcamp?
10. Name one person who supervised your customer support work and can speak to it. First name and role is enough for now.