Home-Based Customer Experience and Operations Support

Responsibilities

• Core Customer Support + Ticketing
• Experience managing high-volume inboxes
• Ability to priori ze, tag, and triage tickets by urgency + order stage
• Strong written communication (clear, professional, efficient)
• Experience mee ng SLA requirements (Etsy / live chat responsiveness)
• Ability to escalate issues appropriately (production, fulfillment, ops)
• Order + Operations Support
• Experience with order management workflows (Order Desk, ShipStation, Finale, OMS tools)
• Ability to troubleshoot order issues (failed orders, delays, address issues)
• Comfortable handling backorders, reroutes, and fulfillment changes
• Strong attention to detail with order data and execution
• Marketplace + Wholesale Suppor t
• Experience working with marketplaces (Shopify, Etsy, Amazon, Faire, MarketTime or similar)
• Ability to manage tracking uploads and order maintenance
• Ability to manage end-to-end order support including data imports and account / database maintenance
• Experience supporting the unique requirements of wholesale / B2B customers
• Ability to manage account setup and customer onboarding
• Corporate / Bulk Order Coordination
• Ability to gather and validate detailed order components
• Experience genera ng quotes or coordinating pricing internally
• Strong judgment on when to escalate high-value opportunities
• Project management skills involving multiple internal stakeholders
• Returns + Issue Resolution
• Experience managing returns, refunds, and replacements
• Ability to investigate issues (damage, delays, missing items)
• Balanced judgment between customer experience and company policy
• Data Accuracy + Systems
• High Attention to detail across multiple systems
• Experience documenting issues, notes, and resolutions
• Ability to track trends and recurring problems
• Cross-Functional Communication
• Comfortable coordinating with Ops, Production, and Sales
• Ability to clearly communicate delays, risks, and priorities
• Accounts Receivable Support
• Experience with invoicing and payment tracking
• Comfortable reconciling payments and handling discrepancies
• Ability to manage terms, late payments, and customer follow-ups
• WHAT WE LOOK FOR
• Education: Bachelor's degree in marketing , Communications, and Business Administration, or any related field .
• Experience: 1- 2 years of direct Promotional, C ustomer Service, or O rder M anagement r ol e .
• Language Proficiency: Strong verbal, written, and English communication skills.
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours .
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
• Tools/System :
• Order Desk
• ShipStation
• Finale
• Gorgias
• Shopify
• Etsy
• Faire
• MarketTime
• Amazon
• QuickBooks or similar AR tools
• Slack
• Excel / Google Sheets
• Chat GPT or similar AI tools
• Data management tools such as Dropbox, CRMs
• Technical Skills :
• E-commerce Systems Depth
• Experience with multi-channel ecommerce (Shopify, Etsy, Amazon, Faire, MarketTime)
• Familiarity with order routing tools (Order Desk, ShipStation, Finale)
• Understanding of fulfillment workflows (3PL vs dropship)
• P rocess Improvement Mindset
• Ability to identify inefficiencies and suggest improvements
• Experience documenting SOPs or workflows o
• Comfortable working in evolving / not-fully-standardized environments
• AI + Automation
• Experience using AI tools to draft responses, summarize tickets, or improve efficiency
• Interest in automation and reducing manual workload
• Analytical Thinking
• Ability to identify trends in tickets, returns, or order issues
• Comfortable using data to inform recommendations
• Product + Customization Awareness
• Experience supporting customized or made-to-order pr

Benefits

Additional Information

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Number of Openings: 1 Are you a customer-focused professional who thrives in delivering exceptional service and building strong client relationships? We're looking for a Home-Based Customer Experience and Operations Support to join our DCX team. In this role, you will support partner brands by managing orders, resolving concerns, and ensuring a seamless end-to-end customer experience while maintaining operational efficiency. This is a great opportunity to contribute to a growing organization while developing your skills in a fast-paced environment. REQUIRED CORE COMPETENCIES Highly Detail-Oriented & Process-Driven : Ensures accuracy and consistency across tasks and systems. Multi-System Navigation : Comfortable operating across multiple systems simultaneously. Ownership & Accountability : Takes responsibility for tasks and delivers results with minimal supervision. Proactive & Solutions-Oriented : Identifies issues early and contributes to process improvements. Customer & Operations Balanc e: Maintains excellent customer experience while ensuring operational efficiency.

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