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TYPE OF WORK
Full Time
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SALARY
$7 - $8/hr (DOE) + 13th month bonus + $50 Health and SSS Benefit Allowance/mo.
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HOURS PER WEEK
30
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DATE UPDATED
Aug 11, 2026
Summary
• Schedule: Mon–Fri, 7:00 AM – 1:00 PM US PST (22:00–04:00 Manila)
• Hours: 30 per week
• Compensation: $7–$8/hr DOE + 13th-month bonus + $50/month Health & SSS allowance
• Experience: 3–5 years in customer service & e-commerce
Synergy Wetsuits designs and builds triathlon wetsuits, tri suits, and swim accessories trusted by beginners and elite athletes worldwide. As our Expert Customer Experience Specialist, you’ll lead day-to-day customer support, maintain high service standards, and help us deliver an exceptional experience at every touchpoint. The pace is fast, the expectations are high, and results matter.
What You’ll Do
• Deliver outstanding customer support via
• Manage orders, edits, cancellations, replacements, and RMAs in Shopify.
• Oversee returns, exchanges, repairs, and quality control processes.
• Monitor marketplace cases and reviews (Amazon, eBay, Walmart) and follow through on resolutions.
• Maintain accurate customer data and reporting across all platforms.
• Collaborate with operations, sales, and warehouse teams to resolve issues efficiently.
• Document and continuously improve CX SOPs, macros, and help center content.
Must-Haves
• Shopify expertise: managing orders, refunds/exchanges, discounts, tags, and basic inventory notes.
• 3–5 years in customer service or inside sales support, ideally in sporting goods, apparel, or a related industry.
• 3+ years managing Amazon Seller Central (FBA & FBM); eBay experience required.
• Proficiency in Microsoft Word, Excel, and Outlook; quick to learn new systems.
• Excellent written and spoken English — professional, clear, and empathetic.
• Highly organized, self-driven, and comfortable working in a fast-paced environment.
• Problem solver who remains calm under pressure and handles tough cases with maturity.
• A true customer advocate who knows how to balance business goals with customer satisfaction.
• Must pass a background check and drug screening.
Nice-to-Haves
• Bachelor’s degree or equivalent experience.
• Experience with Gorgias, Zendesk, ShipStation, or similar CX tools.
• Logistics or shipping knowledge (carriers, claims, basic WMS).
• Background in endurance sports or a strong interest in triathlon and open-water swimming products.
First 90-Day Outcomes
• Consistently hit response and resolution SLAs.
• Create or improve 3+ macros/SOPs to streamline repetitive tasks.
• Reduce return and exchange processing time with measurable improvements.
• Pass end-of-month assessments and performance reviews to demonstrate progress and alignment with company standards.
About Synergy Wetsuits
Synergy started in the 1990s when triathlete and coach Stefan Laursen began refining wetsuit designs to help athletes swim faster, stay warmer, and feel calmer on race day. Today, we serve athletes across the U.S. and Europe from our Minden, NV HQ, offering premium wetsuits, tri suits, and swim gear.
We’re a small, hands-on team passionate about building products people trust at 5:30 a.m. start lines. We test in cold lakes, busy pools, and at race expos. We treat customers like teammates: clear answers, fair fixes, no runaround.
If you thrive on solving real customer problems, enjoy working in a collaborative environment, and want to be part of a team trusted by athletes worldwide, you’ll fit right in.
How to Apply
Email
“CX Specialist – [Your Name]” and include:
1. Written answers:
• Why are you a great fit for this role?
• Your customer service and sales experience.
• Your e-commerce experience.
• Years and scope of Amazon Seller Central experience.
• Microsoft Office proficiency (rate 1–10).
• Can you work Mon–Fri, 7:00 AM – 1:00 PM US PST?
• Confirm that $7–$8/hr for 30 hrs/week is acceptable.
2. Resume:
• PDF preferred. Include LinkedIn or portfolio links if relevant.
3. Short intro video:
• 60–90 seconds introducing yourself, why you want this role, and why Synergy.
• Share a viewable link (Google Drive, Dropbox, or Loom) and confirm permissions.
Helpful Tips
• Keep your writing clear and concise.
• Use proper file names: Lastname_Firstname_Resume.pdf and Lastname_Firstname_Intro.(link or mp4).
• If you have sample macros or SOPs you’ve created, attach or link them.
Review Process
Applications are reviewed on a rolling basis. Incomplete applications cannot be considered, so please ensure all three components are included.
