Customer Experience (CX) Specialist

Work arrangement: Fully remote
Schedule: Full-time, 9:00 AM – 5:00 PM EST (full U.S. business-hours overlap required)
Reports to: Director of Operations
Location: South Africa, PH
Salary Range: $1500 - $2000

About the Company

Serve as a first point of contact across email, chat, and (increasingly) phone, responding with professionalism, warmth, and empathy
Resolve order, product, shipping, returns, and account inquiries end to end, escalating complex or sensitive cases cleanly
Handle high-value and VIP customer interactions with extra care and discretion

Manage tickets and track interactions in the support platform (Zowie or similar), keeping cases organized and resolved on time
Look up and troubleshoot orders in the e-commerce back end (Shopify), coordinating on fulfillment, refunds, and exchanges
Maintain accurate records and case notes

Deliver a consistent, on-brand experience aligned to established voice and service standards
Follow SOPs and handbooks, and flag recurring issues or gaps so processes can improve
Contribute to a knowledge base of common questions and resolutions

Collaborate with teammates during training and shadow experienced agents during ramp-up
Share customer feedback and trends with the team to help improve the overall experience

2–5 years of customer service / customer experience experience, ideally in e-commerce or online retail
Excellent written English with a clear, warm, empathetic communication style
Comfortable working in a structured environment with SOPs, training materials, and on-the-job shadowing
Experience with a helpdesk or ticketing platform (e.g., Zowie, Gorgias, Zendesk, or similar)
Reliable and consistent coverage during full U.S. business hours (9:00 AM – 5:00 PM EST)
Strong attention to detail and the ability to manage multiple open cases without dropping quality

Phone support experience (a growing plus as the role adds voice to the channel mix)
Direct experience with Zowie and/or Shopify
Experience supporting high-value, VIP, or premium customer accounts
Background in a brand with a strong, distinctive voice where tone and customer experience matter
Genuine interest in health and wellness (helpful for product fluency, but not required)

Empathetic and genuinely enjoy helping people — you can turn a frustrated customer into a loyal one
A clear, polished writer who can sound warm and on-brand in every message
Calm and organized under volume, able to juggle multiple open cases without losing the thread
Detail-oriented and reliable — you follow SOPs closely and catch what others miss
Proactive — you flag patterns, suggest improvements, and don't wait to be told
Comfortable owning a customer interaction end to end, and knowing when to escalate