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
Originally posted on Himalayas
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
Originally posted on Himalayas