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 your 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 #J-18808-Ljbffr