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Open nowPosted 6 days ago

Customer Support Specialist – Order & Ticket Support

satelliteoffice-1742766257140 open roles

Where
Pasig, Philippines
Work mode
Remote
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Your applicationOpen nowCustomer Support Specialist – Order & Ticket Supportsatelliteoffice-1742766257 · Pasig, Philippines

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Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 6 days ago

The posting

About the Role

You'll join the overnight/early-morning support function for a fast-growing, US-based company in the retail/e-commerce space, working across multiple consumer brands.

Shift: 4:00 PM – 12:00 AM or 5:00 PM – 1:00 AM Philippine Time (the exact window shifts with US Daylight Saving Time).

This is a mid-shift, not a graveyard shift. Your first 2–3 weeks will run on US daytime hours (~8:00 AM – 5:00 PM CT) for live training before you move to this permanent schedule.

What You'll Do

  • Monitor and resolve overnight email and help-desk tickets across the brand(s) you support
  • Prioritize urgent requests — cancellations, address changes, last-minute order changes
  • Execute real-time order cancellations directly in the Order Management System
  • Place temporary holds on late-night orders to prevent them from shipping before a customer's request is processed
  • Flag and hand off complex cases to the US team with clear notes
  • Jump into live phone support during the morning handoff window when call volume peaks

What You'll Bring

  • Experience handling customer support by email or ticketing system
  • Comfort working independently overnight and making real-time calls under time pressure
  • Strong written English and a knack for clear, calm communication
  • Willingness to work a fixed shift that runs through the busy holiday season
  • Openness to learning an Order Management System and softphone tools (full training provided)

Nice to Have

  • Prior experience with an OMS or order/fulfillment platform (a plus, not required)
  • Background in retail or e-commerce support (a plus, not required)
  • Prior remote or BPO customer support experience (a plus, not required)

What's In It For You

  • Full training: your first 2–3 weeks are spent shadowing live on US daytime hours before you move to your permanent schedule
  • The chance to shape how this function works, as one of the company's first remote hires for this role
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