Email Customer Support

Job not on LinkedIn

🔥 7 minutes ago

🌐 Philippines, Malaysia, +1 more countries – Remote

🇵🇭 Philippines – Remote 🇲🇾 Malaysia – Remote 🇮🇩 Indonesia – Remote

💵 $6k - $7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

📣 Marketing

👥 B2C

eCommerce • Marketing • B2C

UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata is a global brand operator that develops, launches, and scales consumer brands it owns across direct-to-consumer (D2C) channels and marketplaces. The company emphasizes performance-first, AI-powered operations and an in-house creative engine to produce high-performing ads and full-funnel marketing. UMAEZ partners across product development, paid media, conversion optimization, retention (email & SMS), UGC & influencer production, and fulfillment & logistics — positioning itself as a vertically integrated builder and scaler of consumer brands in fragrance, wellness, beauty, and lifestyle. It reports portfolio-level metrics such as $250M+ revenue generated, 3M+ active customers, and 12+ brands in its portfolio.

📋 Description

• Manage inbound customer tickets through the helpdesk platform across email and social channels • Resolve delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries end-to-end • Handle social media comments and direct messages in a helpful, human, on-brand tone • Follow SOPs while applying judgment when situations are not covered by scripts • Escalate complex, sensitive, or high-value cases to the CS Manager • Coordinate with fulfillment partners on order status, shipment errors, and reshipment requests • Identify recurring fulfillment issues and flag them to the CS Manager for operational review • Keep customers proactively informed about order updates, especially delays • Log shipment issues accurately across each market • Meet daily and weekly resolution targets • Surface recurring customer complaints and issue trends for root-cause resolution • Contribute to SOP improvements

🎯 Requirements

• Prior experience in a customer support role • DTC or e-commerce experience strongly preferred • Clear, confident written English • Comfortable working within helpdesk or ticketing systems • Calm under pressure • Highly detail-oriented with order numbers, tracking references, refund amounts, and product SKUs • Proactive mindset and ability to flag problems before they become escalations • Must meet response-time and resolution expectations; unresolved tickets require a clear next step • Must address customers' actual issues rather than over-relying on generic templates or AI responses • High accountability and immediate reporting of problems • Accuracy with SKUs, refund amounts, and tracking information

🏖️ Benefits

• Fully remote, work from within your assigned market's timezone • Clear growth path within our CS team and retention function • Structured SOPs, proper tooling, and a CS team that's being built to the right standard