Customer Service Associate

TL;DR

Customer Service Associate (eCommerce): Respond promptly to customer inquiries via Freshdesk (email and chat), handle order updates, returns, exchanges, refunds, and coordinate with 3PL partners to resolve issues. Focus on maintaining accurate records, identifying process improvements, and meeting performance targets for response time, resolution rate, and CSAT.

Location: Remote (Philippines), Tuesday-Saturday 4AM-12NN PH time, including occasional weekends or holidays.

Compensation: $600-$800/month

Company

hirify.global is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence.

What you will do

• Respond promptly and professionally to customer inquiries via Freshdesk (email and chat).
• Handle order updates, returns, exchanges, refunds, and product inquiries.
• Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues.
• Maintain accurate customer interaction records and identify recurring issues for process improvements.
• Meet performance targets for response time, resolution rate, and customer satisfaction.

Requirements

• Minimum 2 years of customer service experience, with at least 1 year in non-voice support (email or chat)
• Can work Tuesday–Saturday, 4 AM–12 NN PHT, including occasional weekends or holidays
• Familiarity with Freshdesk, Zendesk, or similar helpdesk platforms.
• Excellent written English—clear, empathetic, and professional tone.
• Typing speed at least 40 words per minute with high accuracy.
• Can manage multiple tickets under pressure, reliable and proactive in remote environment.

Culture & Benefits

• Fully remote role with performance-based incentives.
• Opportunity for promotion or full-time employment based on performance.
• Part of a fast-growing eCommerce team managing multiple DTC brands.
• Hands-on exposure to Freshdesk and real customer experience operations.

Hiring process

• Submit resume highlighting relevant experience.
• Online assessment (required for interview).
• Initial interview with HR team.
• Final interview with hiring manager.