Full-Time Customer Service Agent (E-commerce)

Full-Time · Long-Term · Philippines (Remote)
Pay: $5.00–$7.00 USD/hour depending on experience Schedule: 40 hrs/week over 5 days, US Eastern Time — see "The honest version" below Type: Full-time, exclusive employment Start: Paid 2-week trial ? permanent

Before you apply

We're hiring one person for a role we want to be someone's home for years — not a gig, not a rotating bench of freelancers. That means a stable schedule, a fair rate paid on time, real benefits, and room to grow. In return, we're looking for someone who's genuinely happy doing this work well, day in and day out.

This post is longer and more detailed than most, on purpose. We'd rather tell you exactly what the job is — the good and the hard parts — so you can d ---------- honestly whether it fits your life. The best hires we've ever made are the ones who read all of this, recognized themselves in it, and thought "yes, that's me." If that's you, we'd love to hear from you.

The honest version of this job

The schedule is US Eastern hours, 5 days a week — roughly 9:00 PM – 6:00 AM Philippine time, with two days off. That's standard for most VA roles, so it may already be your normal. Some of your working days may fall on weekends; we'll agree your fixed days off together so you can plan your life around them.

It's the same work most days. Order status. Where's my package. Refund requests. Warranty claims. Someone who is angry about something that isn't your fault. The variety is in the people, not the tasks. If you need novelty to stay engaged, you'll be unhappy here.

You'll have a team around you. Two other support specialists work these same hours from the Philippines, and you'll report to our Customer Service Manager, who works alongside you on a similar schedule. You won't be isolated — you'll have people to ask, learn from, and lean on. We still need someone self-motivated: the best people here do careful, honest work because they take pride in it, not because someone is standing over them.

You will be measured. Response time, resolution rate, and customer satisfaction — reviewed with you weekly for the first month, then monthly. You'll always know where you stand. You will never be surprised by feedback.

What you'll actually do

- Answer customer emails, live chat, phone calls, and social media DMs/comments
- Look up and process orders in Shopify; track shipments; proactively update customers when something is late
- Issue refunds, handle returns and warranty claims, and de-escalate complaints
- Keep customer and order records accurate — including logging issues we should fix upstream
- Answer product questions and make simple recommendations
- Flag patterns: if five people ask the same question this week, we want to hear about it

What we need from you

- Based in the Philippines, working from a quiet space with fiber internet (25 Mbps+ real speed, not advertised speed)
- This is your only job. Not your main job — your only one. We pay a fair full-time rate, on time, and treat this as a real career, so that's a reasonable ask
- Hands-on Shopify admin experience. Not "familiar with." You should be able to find a partial refund option without a tutorial
- At least 1 year in e-commerce or BPO customer support, ideally for a US or Canadian brand
- Excellent written English — this is most of the job. Your writing should sound like a warm, competent human, not a template
- Comfortable on the phone with North American customers
- A backup plan for power and internet. A UPS or power bank plus a mobile data plan is the minimum — this is your responsibility to have in place
- Willing to provide two references we can actually call, including a direct supervisor
- When you apply, the first word of your email subject line must be BLUEBERRY.

What we offer
- $5–7 USD/hour depending on experience, paid every two weeks via Wise, on time, without exception
- Paid training during your first two weeks
- 13th month pay
- 5 days paid time off per year after your first year
- Reviewed for a raise at 6 months and annually after that — good work gets paid for, you won't have to ask
- A defined role with written processes, not a chaotic "wear all the hats" situation

How to apply
- Follow every instruction in this post — including the one that isn't in this section. We use this as our first filter, and most applications are eliminated here.

Send us:
1. Your resume and two references (name, role, company, and a working phone or WhatsApp number for each — we do call them).
2. A short written test. Below is a real customer message. Write the reply you'd send, in 150 words or less, plus two sentences on what you'd check in Shopify before sending it.

"This is the THIRD time I'm writing. I ordered on the 4th, tracking hasn't moved in 9 days, and nobody has answered me. I needed this for a gift that was LAST WEEKEND. I want a refund and I want to know why nobody bothered to respond. Honestly considering just doing a chargeback."

Write this yourself. We compare your writing to how you speak on video, and we can tell when they don't match. A real, human, slightly imperfect answer beats a polished AI one every time.

3. Your preferred working hours, in EST
4. Your expected hourly rate in USD.
5. A video (Loom or Google Drive, sharing enabled — test the link before you send it). Unedited, one take, 5 minutes or less. Applications without a video are not reviewed.

Video questions:
- Show us your workspace on camera right now. Run a live internet speed test on screen, and walk us through exactly what you do when the power goes out mid-shift.
- Tell us one thing about Shopify that most support agents get wrong. Be as specific and technical as you like.
- Describe a time you made a real mistake with a customer. What happened, what did it cost, and what did you change afterward? "I'm a perfectionist" answers get skipped.
- Of every job you've had, which one did you do your best work at — and what about it made that possible?
- What's the part of this job you think you'd struggle with most?

What happens next

1. We review applications and reply to everyone who followed the instructions
2. Short interview call
3. Reference calls
4. Paid 2-week trial at full rate, real work, real feedback
5. Permanent offer