SENIOR CUSTOMER EXPERIENCE SPECIALIST – E-COMMERCE

SENIOR CUSTOMER EXPERIENCE SPECIALIST – E-COMMERCE
Synergy Wetsuits | Remote – Philippines | Independent Contractor

Rate: $8–$10 USD/hour DOE
Experience: 5+ years preferred
Additional Compensation: 13th-month equivalent bonus + $50/month Health & SSS allowance


WORK SCHEDULE (U.S. PACIFIC TIME)

Peak Season | March–August (40 paid hours/week)
• Monday–Thursday: 7:00 AM–3:30 PM
• Friday: 7:00 AM–1:30 PM
• Saturday & Sunday: 1-hour customer-service check-in each day

Off-Peak Season | September–February (30 paid hours/week)
• Monday–Thursday: 7:00 AM–1:30 PM
• Friday: 7:00 AM–11:30 AM
• Saturday & Sunday: 1-hour customer-service check-in each day

Weekday schedules include a 30-minute unpaid break. Weekend check-ins are paid and focused on urgent customer inquiries and marketplace response deadlines.

Schedules follow U.S. Pacific Time, including daylight saving time adjustments.


ABOUT THE ROLE

Synergy Wetsuits is a U.S.-based triathlon and swimwear company serving athletes worldwide.

We're looking for an experienced Senior Customer Experience Specialist who genuinely cares about customers, takes ownership of their responsibilities, and consistently follows through.

This is not an entry-level position. We need someone who can independently manage customer support, solve problems, and stay on top of outstanding issues without constant reminders.

We're a small, hands-on team where reliability, initiative, attention to detail, and accountability matter.


WHAT YOU'LL DO

• Provide excellent customer support through email, phone, live chat, and social media.
• Manage Shopify orders, cancellations, refunds, returns, exchanges, and warranty claims.
• Monitor Amazon Seller Central messages and marketplace cases, ensuring response SLAs are met, including weekend check-ins.
• Handle customer issues across Amazon, eBay, and Walmart.
• Investigate shipping delays, missing packages, customer complaints, and chargebacks.
• Follow up on missed calls and unanswered customer inquiries promptly.
• Coordinate with warehouse, operations, and accounting teams to resolve outstanding issues.
• Support wholesale and dealer accounts, including orders, pricing accuracy, and refund follow-ups.
• Monitor customer reviews and proactively address service concerns.
• Track pending refunds, returns, and unresolved cases until they are fully resolved.
• Maintain accurate customer records and improve customer-service SOPs, templates, and workflows.


WHAT WE'RE LOOKING FOR

• 5+ years of customer service or e-commerce support experience preferred.
• 3+ years of hands-on Amazon Seller Central experience (FBA and FBM).
• Strong Shopify experience; eBay experience required.
• Excellent written and spoken English.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Strong organization, attention to detail, and problem-solving skills.
• Ability to manage multiple priorities and work independently with minimal supervision.
• Experience handling complex customer complaints, refunds, returns, and shipping issues.
• Reliable internet, appropriate equipment, and a professional remote workspace.
• Availability for both seasonal schedules, including weekend check-ins.


WHAT MATTERS MOST

We're looking for someone who takes ownership, follows through, and genuinely cares about the quality of their work.

You don't consider a task finished simply because you've sent an email or passed it to another department. You follow up until the problem is resolved.

You notice issues before management has to point them out, communicate proactively, and take responsibility when something goes wrong.

We value initiative, reliability, accountability, and continuous improvement.

We don't expect perfection. We do expect someone who cares enough to get things right.


WHAT SUCCESS LOOKS LIKE IN YOUR FIRST 90 DAYS

• Consistently meet customer response and resolution SLAs.
• Independently manage daily customer inquiries, refunds, returns, exchanges, and shipping issues.
• Keep customer inboxes current and ensure urgent cases receive prompt attention.
• Accurately track pending refunds, returns, and unresolved cases through completion.
• Demonstrate strong initiative, accuracy, and consistent follow-through.
• Improve at least three customer-service SOPs, macros, or workflows.
• Identify recurring problems and recommend practical solutions.


ABOUT SYNERGY WETSUITS

Founded by triathlete and coach Stefan Laursen, Synergy Wetsuits designs premium wetsuits, tri suits, and swim accessories trusted by beginners and elite athletes worldwide.

We're a small, hands-on team headquartered in Minden, Nevada. We believe great customer service means clear answers, fair solutions, and no runaround.

We value people who take pride in their work, genuinely care about customers, and follow through on their commitments.


HOW TO APPLY

Apply directly through OnlineJobs.ph.

To be considered, you must submit all three components with your initial application.


STEP 1 – INITIAL APPLICATION

1. RESUME

Submit your current resume in PDF format or provide a viewable link.


2. WRITTEN APPLICATION

Please answer all eight questions:

1) EXPERIENCE: How many years of customer service and e-commerce experience do you have? What types of businesses have you supported?

2) E-COMMERCE PLATFORMS: Describe your hands-on experience with Shopify, Amazon Seller Central (FBA and FBM), and eBay. Include your years of experience and specific responsibilities.

3) CUSTOMER PROBLEM-SOLVING: Tell us about a difficult customer issue you personally handled from beginning to end. What steps did you take, and what was the outcome?

4) OWNERSHIP & INITIATIVE: Describe a time you identified an overlooked task, recurring issue, or mistake before your manager noticed. What did you do?

5) ORGANIZATION & FOLLOW-THROUGH: How do you track pending refunds, unanswered customer inquiries, and tasks requiring follow-up from another department?

6) TECHNICAL SKILLS: Rate your Microsoft Excel, Word, and Outlook proficiency from 1–10. Briefly explain how you use Excel.

7) AVAILABILITY: Confirm that you can work both seasonal schedules, including the Saturday and Sunday check-ins.

8) COMPENSATION: Confirm that the independent contractor rate of $8–$10 USD/hour is acceptable.

Please keep your answers specific and concise. We're interested in actual experience, not generic responses.


3. INTRODUCTION VIDEO

Submit a 60–90 second video introducing yourself and explaining:

• Your professional background and relevant experience.
• Why you're interested in working with Synergy Wetsuits.
• What makes you an excellent fit for this position.

Provide a Google Drive, Dropbox, or Loom link with viewing permissions enabled.


STEP 2 – SHORTLISTED CANDIDATES

Shortlisted candidates will be required to:

• Complete our formal Contractor Application Form, including detailed work history, qualifications, and professional references.
• Complete the required background verification process, subject to applicable laws and consent requirements.
• Complete a practical customer-service assessment.
• Participate in an interview.


IMPORTANT APPLICATION INSTRUCTION

To confirm that you've read the entire job posting, begin your application with this exact sentence:

"Great customer service starts with taking ownership."

Place this sentence at the very beginning of your application, before your answers to the screening questions.

Applications that do not follow this instruction will be considered incomplete.


APPLICATION REVIEW

Applications are reviewed on a rolling basis.

Incomplete applications will not be considered. Your initial application must include your resume, answers to all eight screening questions, and introduction video.

We pay close attention to communication skills, attention to detail, problem-solving, and the ability to follow instructions.

We're looking for someone who brings the same ownership, care, and accountability to their everyday work that they demonstrate during the application process.