Customer Support Specialist – Order & Ticket Support

About the Role

You'll join the overnight/early-morning support function for a fast-growing, US-based company in the retail/e-commerce space, working across multiple consumer brands.

Shift: 4:00 PM – 12:00 AM or 5:00 PM – 1:00 AM Philippine Time (the exact window shifts with US Daylight Saving Time).

This is a mid-shift, not a graveyard shift. Your first 2–3 weeks will run on US daytime hours (~8:00 AM – 5:00 PM CT) for live training before you move to this permanent schedule.

What You'll Do

• Monitor and resolve overnight email and help-desk tickets across the brand(s) you support

• Prioritize urgent requests — cancellations, address changes, last-minute order changes

• Execute real-time order cancellations directly in the Order Management System

• Place temporary holds on late-night orders to prevent them from shipping before a customer's request is processed

• Flag and hand off complex cases to the US team with clear notes

• Jump into live phone support during the morning handoff window when call volume peaks

What You'll Bring

• Experience handling customer support by email or ticketing system

• Comfort working independently overnight and making real-time calls under time pressure

• Strong written English and a knack for clear, calm communication

• Willingness to work a fixed shift that runs through the busy holiday season

• Openness to learning an Order Management System and softphone tools (full training provided)

Nice to Have

• Prior experience with an OMS or order/fulfillment platform (a plus, not required)

• Background in retail or e-commerce support (a plus, not required)

• Prior remote or BPO customer support experience (a plus, not required)

What's In It For You

• Full training: your first 2–3 weeks are spent shadowing live on US daytime hours before you move to your permanent schedule

• The chance to shape how this function works, as one of the company's first remote hires for this role