Part-Time Ecommerce Customer Support & Retention Specialist (USA HOURS)

# Part-Time Ecommerce Customer Support & Retention Specialist

**Location:** Remote — Philippines
**Schedule:** Part-Time initially, working during U.S. business hours
**Growth Path:** Expected to transition to full-time quickly after training and ramp-up

## About the Role

We are a fast-growing U.S.-based ecommerce company looking for a highly reliable, thoughtful, and customer-focused **Customer Support & Retention Specialist**.

This is not a basic copy-and-paste customer service position.

Customer service is extremely important to our business, and we are looking for someone who can communicate professionally, solve problems, calm frustrated customers, and make good decisions while protecting both the customer relationship and the business.

You will work closely with the owner during your initial training period and will be given clear SOPs, templates, and guidance.

This role will begin **part-time only temporarily** while you learn our systems, policies, products, and customer service standards. Once you are fully trained, comfortable handling cases, and able to work independently, we expect the position to **transition into a full-time role quickly**.

We are looking for someone who wants to grow into a long-term position with the company.

## Responsibilities

You will help manage customer support across our ecommerce business, including:

* Responding to customer emails
* Answering inbound customer phone calls
* Making outbound calls when necessary
* Responding to shipping and tracking questions
* Investigating delayed or unusual shipments
* Handling return and refund requests
* Offering appropriate solutions to retain customers when possible
* Coordinating replacements and reshipments
* Handling damaged, incorrect, or missing-item cases
* De-escalating frustrated customers professionally
* Following company return, refund, and retention procedures
* Keeping accurate notes on customer cases
* Escalating unusual or high-risk situations to the owner
* Following up with customers until cases are fully resolved

During the training period, you will work closely with the owner and can escalate situations whenever you are unsure rather than guessing.

As you become more experienced, you will gradually be given more responsibility and authority to resolve customer cases independently.

## What We're Looking For

The ideal candidate:

* Has excellent written English
* Speaks clear, confident, professional English
* Is comfortable talking directly with U.S. customers on the phone
* Has previous customer service or ecommerce experience
* Is calm when dealing with upset or demanding customers
* Has strong judgment and problem-solving skills
* Can follow SOPs carefully without sounding robotic
* Understands that issuing a refund is not always the first or best solution
* Is comfortable offering alternatives such as replacements, reshipments, or partial refunds when appropriate
* Pays close attention to order details, tracking information, and previous customer communication
* Is organized and documents their work carefully
* Is reliable during scheduled U.S. working hours
* Takes ownership of problems instead of simply passing them along
* Is interested in growing into a larger, long-term role with the company

Experience with **Shopify** is strongly preferred.

Experience with ecommerce fulfillment, tracking systems, chargebacks, returns, refunds, or customer retention is a major plus.

## What Success Looks Like

We do not measure good customer service simply by how quickly tickets are closed.

A successful person in this role will:

* Keep customers informed and reassured
* Resolve issues without unnecessary refunds
* Save sales when a reasonable solution exists
* Prevent avoidable chargebacks
* Catch shipping or fulfillment problems early
* Maintain fast response times
* Communicate naturally rather than sending robotic responses
* Make thoughtful decisions
* Know when to resolve something independently and when to escalate it

Customer support is an important part of the revenue and reputation of the business, so we are looking for someone who takes the role seriously.

## Schedule & Growth

This position will **start part-time for training and ramp-up purposes only**.

The part-time period is intended to give you time to learn:

* Our customer service standards
* Our policies and SOPs
* Our products
* Our shipping and fulfillment processes
* How we handle refunds and returns
* How we approach customer retention
* When to escalate situations

Once you are fully trained and consistently handling cases correctly, the position is expected to **move to full-time quickly**.

Candidates should therefore be interested in and available for a future full-time schedule.

You must also be comfortable working hours that overlap with normal U.S. business hours.

## Compensation

Competitive hourly compensation based on experience.

There will also be opportunities for **performance-based bonuses** for consistently strong work.

We want someone who cares about customer experience, protects the business, and grows with the company, and strong performance will be rewarded accordingly.

## How to Apply

Please include:

1. Your previous customer service or ecommerce experience.
2. Whether you have worked with Shopify before.
3. Whether you have handled returns, refunds, shipping problems, or angry customers.
4. Your experience answering U.S. customer phone calls.
5. Your available working hours in U.S. Central Time.
6. Your expected hourly rate.
7. A short voice recording introducing yourself and explaining why you think you would be a good fit for this position.

We are looking for someone who wants to become a trusted long-term member of the team and grow into a full-time role as quickly as they are ready.