Keep customers supported and orders moving. We’re looking for a hands-on Customer Experience & Operations Specialist who can balance responsive customer support with proactive order and fulfillment coordination across ecommerce and marketplace channels. If you enjoy solving problems before they escalate, improving workflows, and keeping customer experiences smooth from purchase to delivery, this role is for you.

Work Setup: Work-From-Home/Remote, Night Shift

Role Overview

The Customer Experience & Operations Specialist will support both customer support operations and order fulfillment coordination across our ecommerce and marketplace channels. The primary focus is ensuring customers receive timely, accurate support while also proactively identifying and resolving fulfillment issues before they escalate.

The role will also support AI and automation initiatives, improve CSAT, monitor order health across platforms, and coordinate closely with our 3PL and internal operations teams. This is an execution-focused role that will be hands-on in tools, data, and daily workflows.

Key Responsibilities

Customer Experience & Operations

• Support day-to-day customer service operations across email, chat, and marketplace messaging

• Work inside Gorgias and related CX platforms to resolve tickets efficiently and accurately

• Assist with AI and automation initiatives, including macros, workflows, tagging, and routing logic

• Monitor CSAT, response times, and repeat contact drivers. Flag trends and opportunities for improvement

• Support QA efforts by reviewing tickets, identifying coaching gaps, and improving standard responses

• Help document and maintain CX playbooks, SOPs, and escalation paths

• Flag and clearly document any legal risk escalations / communications with customers

• Handle Escalations from agents with leadership and confidence

Fulfillment & Order Operations

• Monitor order status across Shopify, Amazon, Walmart, TikTok Shop, and other marketplaces

• Identify delayed, stuck, or exception orders before customers escalate

• Track fulfillment SLAs and flag risks related to inventory, shipping, or carrier delays

• Coordinate directly with 3PL partners to resolve order issues, shortages, mis-ships, and delivery exceptions

• Escalate systemic fulfillment issues to Operations and Supply Chain teams with clear documentation

• Support order reconciliation, refunds, replacements, and resolution workflows

Fraud, Chargebacks & Dispute Operations

• Monitor daily fraud signals, chargeback activity, and dispute trends across all sales channels

• Coordinate closely with the chargeback and fraud platform to ensure timely and accurate data uploads, documentation, and evidence submission

• Support the preparation, organization, and maintenance of order data, fulfillment records, tracking confirmations, and customer communications required for disputes

• Track chargeback win rates, dispute volumes, and fraud-related KPIs on a weekly and monthly basis

• Flag underperformance or negative trends in win rates, dispute ratios, or fraud exposure to Operations leadership

• Identify repeat drivers of fraud or chargebacks and support root-cause analysis in partnership with CX, Operations, and E-commerce teams

• Assist in improving dispute workflows, documentation standards, and internal processes to reduce preventable chargebacks and customer escalations

Skills & Experience

• 5+ years of experience in customer experience, CX operations, or support leadership

• Hands-on experience supporting ecommerce or marketplace businesses

• Strong understanding of order fulfillment workflows and common failure points

• Experience working with CX tools such as Gorgias, including macros and automations

• Comfortable working cross-functionally with Operations, Fulfillment, and CX teams

• Strong written communication skills and attention to detail

• Experience supporting US-based customers and marketplaces

Good-To-Have

• Experience working with beauty, personal care, or CPG brands

• Familiarity with 3PL coordination and fulfillment issue resolution

• Experience with CX analytics, CSAT improvement, and root-cause analysis

• Experience supporting AI or automation initiatives within CX

What’s in It for You

• Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.

• Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.

• Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.

• Meals on Us: Complimentary meals once a week on your on-site day.

• Covered from Day One: Health coverage with free dependent coverage, so you're looked after from the start.

• Compensation You Can See: Transparent salary packages with direct client involvement.

• Room to Grow: Ongoing training and real opportunities to step into bigger roles.

• An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.

• People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.

• A Global Stage: Work directly with international clients and see how teams scale worldwide.

About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.