Email Customer Support

UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata

. Manage inbound customer tickets through the helpdesk platform across email and social channels .

Posted 10/7/2026full-timeRemote • Philippines, Malaysia, IndonesiaMid-LevelSenior💰 $6,000 - $7,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer support inquiries through helpdesk platforms, ensuring accurate resolution of issues related to shipments, returns, and refunds. Proficient in maintaining high standards of communication and operational efficiency while identifying and addressing recurring problems.

Highest-signal resume keywords

Customer Support ExperienceDTC Or E-Commerce ExperienceHelpdesk Or Ticketing SystemsDetail-OrientedProactive Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Order ManagementIssue ResolutionRefund ProcessingTracking Information AccuracySOP Improvement

Soft Skills

Clear Written CommunicationCalm Under PressureHigh Accountability

Tools & Technologies

Helpdesk PlatformTicketing Systems

Industry Keywords

Customer TicketsFulfillment CoordinationE-CommerceSubscription QueriesOperational Review

About the role

Key responsibilities & impact

Manage inbound customer tickets through the helpdesk platform across email and social channels
Resolve delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries end-to-end
Handle social media comments and direct messages in a helpful, human, on-brand tone
Follow SOPs while applying judgment when situations are not covered by scripts
Escalate complex, sensitive, or high-value cases to the CS Manager
Coordinate with fulfillment partners on order status, shipment errors, and reshipment requests
Identify recurring fulfillment issues and flag them to the CS Manager for operational review
Keep customers proactively informed about order updates, especially delays
Log shipment issues accurately across each market
Meet daily and weekly resolution targets
Surface recurring customer complaints and issue trends for root-cause resolution
Contribute to SOP improvements

Requirements

What you’ll need

Prior experience in a customer support role
DTC or e-commerce experience strongly preferred
Clear, confident written English
Comfortable working within helpdesk or ticketing systems
Calm under pressure
Highly detail-oriented with order numbers, tracking references, refund amounts, and product SKUs
Proactive mindset and ability to flag problems before they become escalations
Must meet response-time and resolution expectations; unresolved tickets require a clear next step
Must address customers' actual issues rather than over-relying on generic templates or AI responses
High accountability and immediate reporting of problems
Accuracy with SKUs, refund amounts, and tracking information

Benefits

Comp & perks

Fully remote, work from within your assigned market's timezone
Clear growth path within our CS team and retention function
Structured SOPs, proper tooling, and a CS team that's being built to the right standard