Customer Care Wizard (Shopify)

Location: Remote from any location; online availability required from 10 AM–2 PM Philippine time. The remaining full-time hours are flexible, with no regular evening work.

Company

hirify.global operates the SolarBalls brand and its e-commerce store.

What you will do

• Respond to customer questions by email within 24 hours and through relevant platforms such as Kickstarter.
• Resolve and act on every customer issue within three working days while keeping customers updated.
• Manage high-volume support tickets and own customer problems from initial contact through resolution.
• Review, process, and track Shopify orders, including delayed, missing, or incorrect deliveries.
• Coordinate with the 3PL team on fulfilment, shipping, and tracking issues.
• Identify recurring customer problems and help improve support systems, automation, and customer care practices.

Requirements

• 2–3+ years of customer service or customer support experience.
• Strong Shopify knowledge and experience providing customer support by email.
• Strong understanding of fulfilment, shipping, tracking, delays, and delivery troubleshooting.
• Experience managing a high volume of tickets while keeping responses timely and organized.
• Excellent written communication, with a warm, clear, casual, and empathetic tone.
• Strong organization, attention to detail, independent judgment, and the ability to stay calm with frustrated customers.

Nice to have

• WhatsApp customer support experience.
• Familiarity with SolarBalls, animation, YouTube, gaming, Pokémon, or similar fan communities.
• Previous e-commerce experience and an interest in the industry.

Culture & Benefits

• Customer advocacy is prioritized over rigidly applying company policies.
• Communication should sound human, friendly, clear, and appropriate for a young, internet-native audience.
• Full-time schedule with flexible hours outside the required coverage window.
• No regular evening work.