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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