Amazon Customer Support Specialist

Company: Black Voyage (US e-commerce brand)
Location: Remote
Pay: 3-5USD [ / hour (based on experience) + raises for high performers

Quick Highlights
Own and elevate our entire customer support operation — not just answer tickets
Weekly sync 1–2x/week (10:00–11:00 AM Manila time) — no daily night shifts
You'll build and refine the SOPs, templates, and dashboards the team runs on
Direct line to leadership — your calls on tone, escalations, and process will shape the brand's customer experience
About Black Voyage

Black Voyage is a fast-growing US e-commerce brand specializing in premium vacuum compression travel gear. In our first year, we achieved multi-million USD revenue across Amazon and Shopify. Our customers are frequent travelers who care deeply about design, efficiency, and smart packing.

We're a small, fast-moving team that values: clarity, ownership, empathy, and high-quality communication.

Schedule

Flexible hours, with availability for a weekly team sync (1–2x/week) during Manila/Taiwan time 10:00–11:00 AM. In most weeks, you'll receive written priorities after the sync; live attendance may not always be required.

Role Overview

We're hiring a Customer Support Specialist to own the customer experience function end-to-end — not just handling tickets, but building the systems, standards, and (eventually) team that keep our support operation sharp as we scale.

This is not a "follow the script" job. We want someone who can set the standard, catch problems before they escalate, and make judgment calls when situations fall outside SOPs.

Focus Split (Typical)

Customer Support Oversight & Escalation Ownership: ~40–50%
Process, SOPs & Quality Management: ~25–30%
Reporting, Metrics & Dashboards: ~15–20%
Cross-functional Coordination (Ops/Influencer support as needed): ~10%
What You'll Do

1) Customer Support Oversight

Own the customer support inbox/queue end-to-end — response quality, tone, and turnaround time
Personally handle or review the most sensitive, high-risk cases (chargeback threats, angry customers, PR-sensitive situations)
Set and enforce response-time and resolution-quality standards

2) Risk & Escalation Management

Own the escalation process for disputes, chargebacks, and 1-star review threats
Make judgment calls on refund/compensation decisions within approved guidelines, and flag exceptions to the CEO
Identify recurring issues (product, shipping, policy) and proactively raise them before they become bigger problems

3) Process, SOPs & Quality

Build, document, and continuously improve customer support SOPs, macros, and templates
Spot-check ticket quality and provide coaching/feedback as the team grows
Maintain a clean, well-organized knowledge base so answers stay consistent

4) Reporting & Metrics

Track and report on key support metrics (response time, resolution time, CSAT, chargeback rate)
Maintain dashboards and trackers (Google Sheets / Notion) that give leadership a clear view of support health
Surface trends and recommendations based on the data, not just raw numbers

5) Cross-functional Support (as needed)

Coordinate with Operations on order/shipping-related support issues
Support light influencer/creator communication using existing templates and guidelines when needed
Who You Are
Excellent written English (you can switch tone: warm & professional for customers; clear & direct with the team/leadership)
Proven experience owning or managing a customer support function, ideally in e-commerce/DTC
Detail-oriented and structured — comfortable managing volume without dropping threads or letting quality slip
Emotionally intelligent — you can de-escalate, stay calm under pressure, and choose the right level of firmness
A builder, not just an operator — you improve the system, not just execute it
Resourceful problem-solver (you try to find the answer first, then ask smart questions when needed)
Tech-comfortable (Shopify +Amazon + Google Workspace is a plus, but not required)
How to Apply (Single-Step — Please Follow Exactly)

We're looking for candidates with strong attention to detail. Applications that don't follow instructions may be ignored.


Email to ----------
with the subject line:
Customer Support Team Assistant

In your email, include ALL 3 items below:

1) Resume
Attach as PDF or share a link.

2) 1–2 Minute Loom Video
Briefly introduce yourself and answer:
"Tell us about a time you had to build or improve a process (not just follow one) at work. What did you do, and what was the result?"

3) Written Exercise (Copy & Paste Answers into the Email)

Task A (Customer Support – Chargeback Prevention)
A customer is furious. They email:
"I never received my package! You guys stole my money. Refund me immediately or I'm calling my bank!"
You check tracking and it shows Delivered, with a clear Proof of Delivery (POD) photo showing the package at their front door.
Write your reply.
Goal: De-escalate their anger, show empathy, reduce chargeback risk, provide the POD info, and guide next steps.

Task B (Process/Quality Judgment Call)
You notice that 3 different customers this week have complained about the same issue (e.g., a packaging defect) but each was handled differently by past responses — one got a full refund, one got a partial refund, one got only an apology.
What would you do? Write a short plan (a few sentences) covering: (1) how you'd handle the current cases fairly, and (2) what you'd put in place going forward to prevent inconsistent handling.

Technical Requirements (Must Have)
Reliable internet (minimum 20 Mbps)
Backup internet option (mobile hotspot is fine)
Laptop/PC capable of multitasking
Interview Process

Shortlisted candidates will be invited to a single interview. No second-round assignments.