Community Team Member (Ecommerce)

TL;DR

Community Team Member (Ecommerce): Managing high-volume customer support and brand presence across social media channels with an accent on cultural nuances for AU, UK, and US markets. Focus on delivering delightful human experiences, solving complex shipment and billing issues, and maintaining a witty brand voice.

Location: Remote (Manila, Philippines)

Company

Eco-friendly B Corp scale-up that donates 50% of its profits to build toilets and provide clean water globally.

What you will do

• Act as a public brand ambassador by managing high-volume interactions across comments, DMs, and reviews.
• Resolve complex shipment delays and discount code glitches independently to find win-win solutions.
• Navigate sensitive public conversations using social awareness to bridge cultural barriers.
• Identify recurring feedback themes and flag them to improve internal workflows and the Help Centre.
• Utilize Zendesk, Sprout Social, and Shopify to ensure sharp response times and high quality scores.

Requirements

• Must be based in Manila, Philippines.
• 2-3 years of experience managing social media support for high-volume brands.
• Weekend and holiday availability is an absolute must (Ideal roster: Thursday through Monday).
• Ability to commit to 20 hours per week, with flexibility to scale up to 40 hours during peak periods.
• Strong writing skills for handling sensitive public forum situations with grace and empathy.

Culture & Benefits

• Work for a certified B Corp with high standards for social and environmental impact.
• Competitive, market-informed salaries.
• Meaningful support towards healthcare for global team members.
• Generous paid leave and tailored learning and development opportunities.
• Perk: Free toilet paper.