[Hiring] Customer Care Wizard @Telos Media

Role Description

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 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?”
• 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.
• 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.
• 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.

Qualifications

• 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.
• Experience managing a high volume of customer service tickets while keeping responses timely and organized.
• Most importantly: you care about the customer.

Requirements

• 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 brands at Telos Media.
• You're familiar with animation, YouTube, gaming, Pokémon, or similar fan communities.
• 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.