Senior Customer Service and Phone Specialist (AU/US) - Remote - Contract

About us

Living in a Bubble designs premium campervan and outdoor accessories: magnetic window covers, flyscreens and storage made to fit specific vans. We sell online in Australia and the US to a community of travellers who live, work and holiday in their vans. We are a small remote team, and our founders are hands-on every day.

The role

You are the voice of Living in a Bubble on the phone, and the person customers trust to tell them what fits their van.

The role is phonI'm now starting the hiring for the senior Customer Service and Phone Specialist. Here's the job description. Help me fill out the Asana tasks associated with it.e first, but around half of your day is written: email, chat and social messages. You work alongside our Customer Service Specialist and report directly to our co-founder. There is no team to manage. This is a hands-on role for someone who loves talking to customers and getting the details right.

Our customers: many are retired Australians and Americans, often from regional areas, with STRONG accents. They call because they want to speak to a real person before spending $500 to $1,500 on their van. They value warmth, patience and getting it right the first time.

What you will do

Phone and pre-sales

• Return calls and voicemails quickly (within 5 minutes during business hours).
• Answer "will it fit my van?" using our fitment guide: ask the right questions, check, then answer with confidence. 
• Help customers choose the right products and bundles, take orders over the phone and follow up quotes.
• Explain how our products work and how to install them, before and after purchase.

Written support

• Reply to emails, chat and social messages in a warm, plain and personal tone. 
• Handle order updates, returns, replacements and delivery issues within our policies and approval limits.

Keeping things right, and making them better

• Keep our SOPs, reply templates and fitment guide up to date as products and rules change.
• Spot recurring problems (fit issues, delivery delays, product faults), raise them with evidence, and push for the fix.
• Track response time, customer satisfaction and phone orders, and send a short weekly update to our co-founder.
• Review a sample of team replies each week and share feedback.
• Share what customers are telling us with our product and operations teams.

Requirements

What you need

Essential

• Excellent spoken English, easily understood by Australian and US customers, and comfortable with strong Australian accents. This is non-negotiable. Expect a live phone assessment.
• Excellent written English. You will write as much as you speak.
• At least 3 years in a phone-based customer service or sales role as your main job, not occasional calls alongside email.
• A track record of phone sales or retention against a target. 
• High attention to detail.
• You learn technical products quickly

Strongly preferred

• Experience on Australian-facing accounts (BPO, telco, banking, airlines or retail).
• Experience with e-commerce or considered purchases, where customers ask a lot of questions before they buy.
• Have interest in vehicles, makes, etc. 

Nice to have (we will train you)

• Gorgias or a similar helpdesk, Shopify, Asana and Slack.

How we work

• Remote, based in the Philippines. Full time, 40 hours a week.
• Monday to Friday, 8:00am to 5:00pm Brisbane time (6:00am to 3:00pm Philippine time), with a one hour break.
• During work hours you reply on Slack within 10 minutes.
• A structured 4 week onboarding with product samples sent to you and a written training plan.
• Start date: early January 2027.

Benefits

What we offer

• A full-time remote role with a stable, long-term team.
• A clear path to Customer Service Lead, with a pay review when you step up.
• Day shift, Monday to Friday. No nights shifts
• A direct line to our co-founder and real ownership of the customer phone experience.
• Paid training and onboarding, with product samples sent to you
• After your 6 month probation: 13th month pay; HMO; paid leave; vacation leave; seasonal performance bonuses.

Our hiring process

1. Screening questions 
2. One-person interview questions
3. 20-minute live phone role play with a strong Australian accent where you will need to help customer and sell the products
4. Final interview with our co-founder
5. References checked by phone.