Customer Support Representative - Direct-to-Consumer (DTC) Brand
TypeFull-time job
LocationPhilippines
Posted2 hours ago
NeoWork is looking for a Customer Support Representative to provide exceptional customer service for a UK-based consumer brand. You'll be responsible for handling customer enquiries across email and social media, resolving issues promptly, and ensuring every interaction reflects the brand's voice and values.
You'll work closely with internal teams to provide accurate information, resolve customer concerns, and deliver a seamless customer experience. The role also involves identifying recurring customer issues and contributing to improvements in support processes and service quality.
The ideal candidate is customer-focused, an excellent communicator, and comfortable supporting customers across multiple digital channels in a fast-paced consumer brand environment.
What You'll Do
Email Support (50%)
Manage customer inquiries through email
Resolve customer issues and provide accurate solutions
Handle complex cases requiring internal coordination
Document customer interactions and case details
Identify recurring issues and customer feedback trends
Social Media Support (50%)
Respond to customer inquiries, comments, and complaints
Resolve issues while maintaining brand consistency
Escalate urgent or sensitive concerns when needed
Monitor social sentiment and emerging customer issues
Maintain a professional and consistent brand voice
Cross-Channel
Meet individual and team performance targets
Adapt communication based on channel and customer needs
Collaborate with internal teams to resolve customer concerns
Maintain consistent service quality across all channels
Requirements
At least 3 years of proven experience in customer support, customer service, or community management
100% fluent English, written and verbal, with the ability to adjust tone and style by channel
Prior experience supporting a D2C (direct-to-consumer) brand
Experience with Shopify and Gorgias required; experience with Recharge is a plus
Proficiency in Office 365 and Google Workspace, alongside the platforms above
Strong attention to detail
Ability to use initiative and make sensible decisions when resolving customer issues
Proactive mindset: someone who spots problems, raises concerns, and suggests solutions instead of solely
relying on guidelines, recognizing that not every solution is right for every customer
Quick learner, able to pick up new products, processes, and systems quickly
Ability to prioritize and manage multiple queries effectively while maintaining the same high standard of service and tone of voice, particularly during busy periods
Benefits
Health Maintenance Organization (HMO) after 3 months
Extra Holiday Pay
Paid Time Off (PTO)
Mental Health Leave
General Leave Credits
Birthday Leave
Gym Stipend Allowance
Remote work setup
People-first company culture and supportive team environment
Originally posted on Himalayas
You'll work closely with internal teams to provide accurate information, resolve customer concerns, and deliver a seamless customer experience. The role also involves identifying recurring customer issues and contributing to improvements in support processes and service quality.
The ideal candidate is customer-focused, an excellent communicator, and comfortable supporting customers across multiple digital channels in a fast-paced consumer brand environment.
What You'll Do
Email Support (50%)
Manage customer inquiries through email
Resolve customer issues and provide accurate solutions
Handle complex cases requiring internal coordination
Document customer interactions and case details
Identify recurring issues and customer feedback trends
Social Media Support (50%)
Respond to customer inquiries, comments, and complaints
Resolve issues while maintaining brand consistency
Escalate urgent or sensitive concerns when needed
Monitor social sentiment and emerging customer issues
Maintain a professional and consistent brand voice
Cross-Channel
Meet individual and team performance targets
Adapt communication based on channel and customer needs
Collaborate with internal teams to resolve customer concerns
Maintain consistent service quality across all channels
Requirements
At least 3 years of proven experience in customer support, customer service, or community management
100% fluent English, written and verbal, with the ability to adjust tone and style by channel
Prior experience supporting a D2C (direct-to-consumer) brand
Experience with Shopify and Gorgias required; experience with Recharge is a plus
Proficiency in Office 365 and Google Workspace, alongside the platforms above
Strong attention to detail
Ability to use initiative and make sensible decisions when resolving customer issues
Proactive mindset: someone who spots problems, raises concerns, and suggests solutions instead of solely
relying on guidelines, recognizing that not every solution is right for every customer
Quick learner, able to pick up new products, processes, and systems quickly
Ability to prioritize and manage multiple queries effectively while maintaining the same high standard of service and tone of voice, particularly during busy periods
Benefits
Health Maintenance Organization (HMO) after 3 months
Extra Holiday Pay
Paid Time Off (PTO)
Mental Health Leave
General Leave Credits
Birthday Leave
Gym Stipend Allowance
Remote work setup
People-first company culture and supportive team environment
Originally posted on Himalayas
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