Customer Care Wizard

We’re looking for someone who genuinely likes helping people. You’ll be the person SolarBalls fans talk to when something goes wrong with their order, they have a question, or they just need someone to sort something out. This is not a “copy and paste the company policy” kind of job. What you’ll be obsessed about Making SolarBalls fans happy. You don’t just answer tickets. You want every customer to feel like they were listened to, taken seriously and actually helped. You care about solving the real problem, not just closing the ticket. If a customer is unhappy, your first thought should be: “Okay, what can I do to make this right?” Then you do what it takes to solve the problem, even when that means taking a small hit for the company. Nothing is more important than keeping our fans happy and protecting the SolarBalls reputation. What you’ll do Respond to customer questions through email within 24 hours, and through other platforms such as Kickstarter when relevant Fully resolve and act on every customer issue within 3 working days. Nothing should sit unanswered, get forgotten or drag on unnecessarily Manage and organize support tickets so nothing gets lost Review orders in Shopify and understand what’s happening with each one Process and track orders Coordinate with our 3PL team on fulfilment, shipping and tracking Follow up on delayed, missing or incorrect orders Own customer problems from start to finish. If you need to involve someone else, you still own making sure the issue gets resolved Keep customers updated so they never have to chase us for an answer Spot recurring customer problems and suggest ways we can fix the underlying issue Help improve our support systems and automate repetitive work Escalate bigger issues when needed, but use your own judgement to solve everyday problems Help improve our customer care philosophy, with new trends of concerns that you are seeing, so that we know how to address them if and when they arise.  What we’re looking for 2–3+ years of customer service or customer support experience Strong Shopify knowledge Experience handling customer support through email Excellent written communication Very organized and detail-oriented Good at figuring things out instead of waiting for someone to tell you what to do Calm and thoughtful when dealing with frustrated customers Able to make sensible decisions without needing approval for every little thing Comfortable working in a fast-moving e-commerce business Strong understanding of fulfilment and shipping processes, and able to confidently troubleshoot common issues with orders, tracking, delays and deliveries Experience managing a high volume of customer service tickets while keeping responses timely and organized Most importantly: you care about the customer We want someone who will actually advocate for the customer. If a package is late, don’t just tell them to wait. If something went wrong, don’t hide behind the policy. If a customer is upset, don’t make them feel like they’re being difficult. Figure out what happened. Figure out what would make it right. Then do it. There will obviously be boundaries. But we’d rather have someone who sometimes needs to be told “that’s a bit too generous” than someone who constantly looks for reasons not to help the customer. Your communication style You should sound like a human. SolarBalls has a young, internet-native audience, so our customer support shouldn’t sound like a bank or an airline. You should be: Warm Friendly Casual without being sloppy Clear Empathetic Good at reading the situation and adjusting your tone You should also be able to take a customer’s concern seriously without being defensive or making them feel like they’re imagining the problem. Bonus points You know SolarBalls and actually like the brand, and other other brands at Telos Media.  You’re familiar with animation, YouTube, gaming, Pokémon or similar fan communities. Better if you are a collector yourself!  You’ve worked in e-commerce before and you actually enjoy this industry You’re the kind of person who gets weirdly satisfied when a messy customer problem gets completely sorted Hours Full-time. You must be online from 10 AM–2 PM Philippine time for team and customer coverage. The rest of your hours are flexible around that window. No regular evening work.