Customer Experience & Operations Specialist

Customer Experience & Operations Specialist US-based personal care brand Please be sure to read this entire job description before applying. Location: Remote (Philippines) Type: Full-time Hours: [__] hours/week, with at least [4] hours of daily overlap with US [Mountain/Pacific] time Compensation: [PHP __ – __ per month, depending on experience] + performance bonus Reports to: [Name / Founder] About us We are a US-based, fragrance-forward personal care brand — body wash, shampoo, conditioner, deodorant, and soon a safety razor. We sell direct-to-consumer through our Shopify store and on Amazon. We are small, we move fast, and we care enormously about the details: the scent, the packaging, the way an email reads. We are currently relaunching the brand with an entirely new fragrance line developed in partnership with one of the world's leading fragrance houses. This role sits right at the front of that relaunch. We will share full details about the company with candidates we move forward with. The role in one sentence You are the voice of our brand to our customers, and the hands that keep product moving behind the scenes. Most brands treat support as a cost center — a queue of tickets to close as quickly as possible. We don't. Every conversation is a chance to teach someone about our scents, solve a real problem, and turn a first-time buyer into someone who reorders for years and tells their friends. If you close a ticket without leaving the customer feeling better about the brand than before they wrote in, that ticket wasn't finished. You will own this across three surfaces: our Shopify store, our social channels, and Amazon. The second half of the role is inventory operations. You will place production and fulfillment orders with our third-party logistics partner and keep our Amazon warehouses stocked. It is unglamorous, it is detail-heavy, and getting it wrong costs us real money — a stockout on Amazon can take weeks to recover from. We need someone who treats it with the same care they bring to a customer email . What you'll do Own the conversation Respond to customer inquiries across Gorgias (email , chat, SMS) with speed and genuine care Manage Instagram DMs and comments — questions, complaints, compliments, and everything in between Reply to every Amazon review and customer message in Seller Central, positive and negative alike Handle order issues, shipping problems, returns, and refunds cleanly and without drama Build the automations Build, maintain, and continuously improve Gorgias macros, rules, views, and auto-responses Build and optimize ManyChat flows for Instagram — comment triggers, DM automations, story replies Identify the repeat questions and automate them, so human attention goes where it actually matters Know when an automation is failing a customer, and step in personally before they get frustrated Sell through service Recommend products and scents based on what the customer actually needs Recover abandoned carts and convert pre-purchase questions into orders Spot upsell and cross-sell moments that genuinely help the customer, and take them Turn unhappy customers into repeat customers Protect the voice Use Claude (or similar AI tools) to draft, refine, and scale responses that sound like us — never generic, never robotic Learn to write and adjust prompts that reliably reproduce our brand voice Know our fragrances and formulations well enough to answer real questions about them: what a scent smells like, how it behaves on skin, which product suits which hair type Keep product moving Place orders with our 3PL and track them through to completion Create and manage Amazon FBA shipments — shipping plans, box content, labeling, carrier booking, appointment scheduling Monitor inventory levels across Shopify, the 3PL, and Amazon, and reorder before we run out Track inbound shipments and chase down anything delayed, lost, or received short Watch Amazon's restock limits, IPI scor