E-commerce & Customer Support Assistant || Work from Home || up to 55k

Job Description Empower Your Career with OutForce BPO Philippines Who’s OutForce? OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers. We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams. Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities. We are proud to be: ? Great Place to Work® Certified ? HR Asia Best Companies to Work for in Asia 2025 ? HR Asia Most Caring Company Award 2025 ? HR Asia Diversity, Equity & Inclusion Award 2025 At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement. As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses. Join OutForce and build your future with one of Asia’s best workplaces. About the Team You’ll Join A global technology and outsourcing solutions provider that partners with businesses to deliver tailored digital, operational, and staffing support. The company specializes in building scalable solutions through a combination of technology, web development, and skilled global talent to help organizations improve efficiency and drive growth. Job Overview: Employment type: Full-time Work setup: Work from home Salary: PHP 35,000.00 - PHP 55,000.00 We are recruiting an E-commerce Customer Support & Operations Specialist to join the team of a fast-growing London-based fashion and e-commerce brand. The brand has a global customer base — UK, US, Middle East, Europe — and customers contact them across email, live chat, WhatsApp, and social media every day. You will be the voice that customers experience when they reach out. You will also support the operational side of the e-commerce business — keeping the website accurate, processing returns, and supporting the analytics that help the brand understand how it is doing. The role suits someone who is genuinely good with people in writing, who likes finding answers, and who is not afraid of spreadsheets and data. You will work directly with the brand’s London team as an extension of their e-commerce function. They will set the priorities and standards; we provide the structure, support, and an environment that lets you do your best work. You will work with industry-standard e-commerce platforms including Gorgias, Shopify, and others. We are a Gorgias-certified partner and provide comprehensive platform training as part of onboarding — we hire on aptitude and communication skills, not on prior platform-specific experience. What we offer: Competitive compensation package aligned with your skills and experience Comprehensive HMO coverage, including a free dependent on Day 1 Employee referral program with rewarding incentives 20 days of annual leave, giving you flexibility to manage your time Engaging team activities and events to keep work enjoyable Build strong, high-impact connections with key stakeholders across the business Take part in client engagement initiatives to elevate your professional experience What We’re Looking For: 2+ years’ experience in logistics, freight operations, supply chain coordination, wholesale operations, or e-commerce operations A track record of working with international clients — US, UK, Australian, or European businesses preferred Strong familiarity with at least one ERP, inventory management, or warehouse management platform — examples include but are not limited to NetSuite, SAP, Odoo, Cin7, ShipStation, Zoho Inventory, or similar. You do not need to have used the exact systems the brand uses; you need to demonstrate you learn systems quickly Strong Excel / Google Sheets users who have managed inventory or operations without a dedicated ERP are also welcome to apply Excellent written English — you will be writing to retail buyers and logistics partners in the UK every day Strong attention to detail, particularly with numbers, codes, and documentation Comfort working with high-value, high-detail work where getting the numbers right matters A bachelor’s degree, ideally in logistics, supply chain, business administration, or a related field Bonus points if you have 4+ years’ experience or prior wholesale operations background Prior experience with apparel, fashion, or consumer goods brands Familiarity with international customs documentation and commodity coding (any jurisdiction) Exposure to international wholesale or retail partner portals (e.g. major department store vendor systems) Experience working night shift or UK hours for previous international employers What You’ll Be Working On: Customer support — all online channels Managing all online customer enquiries through Gorgias (the brand’s helpdesk platform), responding within 24 hours Handling WhatsApp customer communications, including responding to broadcast messages around new collection launches Resolving issues calmly and professionally — order amendments, delivery problems, sizing questions, product enquiries Processing customer refunds following the brand’s policies Supporting returns and exchanges, including inspecting return data weekly and flagging patterns Conducting daily order checks, monitoring fulfillment, pre-orders and reporting any issues back to the e-commerce team Managing and executing weekly stock transfers between locations, ensuring accurate inventory levels across all channels Website and product operations Uploading product information, copy, and imagery to the brand’s Shopify site Tagging products correctly so they appear in the right collections and filters Uploading size guides and product details Updating pricing across the website Managing pre-order and restock notification messaging Running regular UX spot-checks across the website to catch issues before customers do International orders Supporting the brand’s international customers through Global-E (their cross-border e-commerce platform — training provided) Resolving delivery issues that span international shipping Reporting and analytics Supporting performance reporting across e-commerce, social, and email channels — extracting key metrics from the brand’s analytics platforms and presenting them in a structured weekly format Flagging trends, anomalies, and opportunities to the UK team Ready to take your career to the next level? Join us and be part of a team that values your growth, celebrates your achievements, and empowers you to make a real impact. Apply today and start shaping your future with a company that invests in your success every step of the way!