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Hireframe via Workable

Customer Service Representative (3 month contract)

Philippines Level not stated
still open verified just now posted 10h ago seen just now
Apply at apply.workable.com

This is the employer's own posting, not a copy on a job board.

What we know

Is it still open?

Confirmed still open

Last checked just now — checked against the employer's own applicant tracking system, which is the company answering directly.

We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.

Check this listing's status as JSON

How old is it?

Posted 10h ago

The date the source published, not the day we noticed it (2026-10-12). Last seen at its source just now.

Is it remote?

Marked remote on the employer's board

Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.

Who may apply?

Philippines

The description states no restriction of its own. This is the source's own tag.

Pay not stated

Similar roles pay $1,300–1,600/mo

Middle 50% of 11 listings that do state pay — Customer · all levels · Philippines · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.

Skills named in the ad

Process ImprovementSLATicketing

Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.

Carried by 1 source

The listing

We're seeking a detail-oriented and proactive Customer Support Representative to support day-to-day customer service operations for two consumer brands in the e-commerce space. This role involves managing customer inquiries, resolving order and fulfillment issues, handling product warranty and replacement cases, and identifying opportunities to improve support processes. The ideal candidate has strong written English skills, excellent follow-through, and a process-minded approach to customer service.

Duties and Responsibilities

  • Respond to customer emails in Gorgias across both brands, aiming to clear the inbox the same day.
  • Look up and update orders in Shopify, including order status, sizing exchanges and replacements.
  • Track shipments and resolve fulfillment issues in the ShipBob portal.
  • Handle warranty, damage and replacement cases end to end, snoozing tickets to follow up until each is resolved.
  • File chargeback claims through the Shopify chargeback app.
  • Use existing macros and SOPs for consistent answers, and escalate unusual cases to the manager.
  • Coordinate with the manager and team over Slack.
  • Process Improvement and SOP Ownership: Spot recurring issues and suggest fixes that cut ticket volume or response time.

Requirements

      • Prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.
      • Excellent written English for clear, friendly customer emails.
      • Comfortable working US working hours (overnight Philippines) full-time shift.
      • Organized follow-through on open cases until they are resolved.

Preferred

      • Hands-on experience with Gorgias and Shopify.
      • Familiarity with ShipBob or other 3PL portals.
      • Experience supporting technical or warranty-backed products.

Who Will Thrive in This Role

The ideal hire takes initiative and treats the support process as something to improve, not just follow.

  • Process-minded: Enjoys documenting, simplifying and automating.
  • Patient: Comfortable with multi-step technical cases that need ongoing follow-up.
  • Collaborative: Fits a relaxed, friendly customer community and a small, collaborative team.

Tools and Systems

  • Gorgias: Main helpdesk for email, macros, automations and response-time analytics.
  • Shopify: E-commerce storefront and order management.
  • Shopify chargeback app: Filing chargeback claims; learned on the job.
  • ShipBob: Third-party logistics (3PL) portal for fulfillment and tracking.
  • Slack: Internal communication.

Schedule and Service Levels

  • Response target: Answer all cases the same day they arrive.
  • Maximum SLA: 2 business days, reserved for peak periods such as product drops and holiday sales.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

  • Permanent remote work flexibility
  • Paid Time Off
  • Health Maintenance Organization (HMO) coverage
  • Annual performance bonuses
  • Dedicated coaches offer an extra channel of support and skill-building
  • Opportunities for professional growth

* Applicable for full-time permanent roles

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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