We are a fast-growing US ecommerce cookware brand selling worldwide. Our support inbox receives around 50 customer emails every day. Our customers are in the US and Europe, so most of those emails arrive while the Philippines is asleep. By morning they have been sitting for hours. That is the gap we are hiring you to close.
HOW THIS ROLE WORKS:
This is not an 8 hour shift sitting at your desk all night. You check and answer our inbox several times during the night, then you are done until the next check.
- Roughly three check-ins per night, for example around 11:00 PM to 1:00 AM, again around 2:00 to 3:00 AM, and a final one around 5:00 to 7:00 AM Philippine time
- About 4 to 5 hours of actual work per night in total
- Exact check-in times are agreed with you before you start
- Between check-ins your time is your own
The point is simple: no customer email should sit unanswered all night.
WHAT YOU WILL DO:
- Work through the inbox at every check-in: order and shipping status, delivery problems, returns and refund requests, product questions, missing parts, order changes
- Write like a helpful human, not a robot. Warm, clear, honest. Many customers are frustrated when they write to us and your job is to turn that around.
- Follow our templates and our tone, and flag anything unusual instead of guessing
- Leave a short handover note at your last check so our day shift knows what happened overnight
- Never leave the inbox half done. If you started a check-in, you finish it.
FOR NOW THIS IS AN EMAIL ROLE ONLY. You will not process refunds or contact carriers yourself. You handle the conversation, and anything that needs a decision goes to the team. The role can grow later.
TRAINING AND SUPPORT:
Our customer support manager trains you personally on our brand and our way of writing. Your first days are paid study time: our products, our materials, our shipping times, our 100-day risk-free trial, our lifetime warranty, and every common customer doubt. You are never left to figure it out alone, and you can ask questions any time.
PAY AND TIME TRACKING:
- $3 per hour, paid hourly
- You turn the Hubstaff tracker ON when you start a check-in and OFF when you finish it. That tracked time is what you get paid for.
- Only tracked working time is paid. Manually added time is not paid.
- Long term role. We are looking for someone who stays with us.
WHAT WE REQUIRE:
- Excellent written English. This is the whole job, so your application is our first sample.
- Real experience doing email customer support for a dropshipping or ecommerce store. In your reply, name the brand and its website. "An online store" without a name does not count.
- Genuinely able to work at night, several times per night, consistently
- Calm with upset customers. You do not take it personally and you do not go defensive.
- Attention to detail, because small mistakes cost us customers. To show us you read this post all the way through, make the first line of your reply CHICKEN ADOBO.
- Discipline: every check-in done, every email answered, nothing left hanging
- Very reliable communication with us. This is a dealbreaker. People who disappear are removed.
- Stable internet, a working computer, and a quiet place to work at night
HOW WE HIRE:
1. You apply as described below
2. Interview call with us
3. One-week paid trial on the real inbox
4. Long term role
HOW TO APPLY (follow exactly, applications that skip steps are deleted):
Answer these three questions:
1. Which dropshipping or ecommerce brands have you done email support for? Name each brand and its website, how many emails per day you handled there, and how long you worked with them.
2. Tell us about one difficult customer you handled. What was the problem, what did you write to them, and how did it end?
3. Which night hours can you realistically check the inbox, Philippine time? Tell us honestly whether you have worked nights before and how you handle it.