[Hiring] Senior Customer Service and Phone Specialist @Living in a Bubble

Role Description

You are the voice of Living in a Bubble on the phone, and the person customers trust to tell them what fits their van. The role is phone-first, but around half of your day is written: email, chat and social messages. You work alongside our Customer Service Specialist and report directly to our co-founder. There is no team to manage. This is a hands-on role for someone who loves talking to customers and getting the details right.

Our customers: many are retired Australians and Americans, often from regional areas, with STRONG accents. They call because they want to speak to a real person before spending $500 to $1,500 on their van. They value warmth, patience and getting it right the first time.

What you will do

• Phone and pre-sales
  • Return calls and voicemails quickly (within 5 minutes during business hours).
  • Answer "will it fit my van?" using our fitment guide: ask the right questions, check, then answer with confidence.
  • Help customers choose the right products and bundles, take orders over the phone and follow up quotes.
  • Explain how our products work and how to install them, before and after purchase.
• Written support
  • Reply to emails, chat and social messages in a warm, plain and personal tone.
  • Handle order updates, returns, replacements and delivery issues within our policies and approval limits.
• Keeping things right, and making them better
  • Keep our SOPs, reply templates and fitment guide up to date as products and rules change.
  • Spot recurring problems (fit issues, delivery delays, product faults), raise them with evidence, and push for the fix.
  • Track response time, customer satisfaction and phone orders, and send a short weekly update to our co-founder.
  • Review a sample of team replies each week and share feedback.
  • Share what customers are telling us with our product and operations teams.

Qualifications

• Excellent spoken English, easily understood by Australian and US customers, and comfortable with strong Australian accents. This is non-negotiable. Expect a live phone assessment.
• Excellent written English. You will write as much as you speak.
• At least 3 years in a phone-based customer service or sales role as your main job, not occasional calls alongside email.
• A track record of phone sales or retention against a target.
• High attention to detail.
• You learn technical products quickly.

Requirements

• Experience on Australian-facing accounts (BPO, telco, banking, airlines or retail).
• Experience with e-commerce or considered purchases, where customers ask a lot of questions before they buy.
• Have interest in vehicles, makes, etc.

Nice to have (we will train you)

• Gorgias or a similar helpdesk, Shopify, Asana and Slack.

How we work

• Remote, based in the Philippines. Full time, 40 hours a week.
• Monday to Friday, 8:00am to 5:00pm Brisbane time (6:00am to 3:00pm Philippine time), with a one hour break.
• During work hours you reply on Slack within 10 minutes.
• A structured 4 week onboarding with product samples sent to you and a written training plan.
• Start date: early January 2027.

What we offer

• A full-time remote role with a stable, long-term team.
• A clear path to Customer Service Lead, with a pay review when you step up.
• Day shift, Monday to Friday. No night shifts.
• A direct line to our co-founder and real ownership of the customer phone experience.
• Paid training and onboarding, with product samples sent to you.
• After your 6 month probation: 13th month pay; HMO; paid leave; vacation leave; seasonal performance bonuses.

Our hiring process

• Screening questions.
• One-person interview questions.
• 20-minute live phone role play with a strong Australian accent where you will need to help customer and sell the products.
• Final interview with our co-founder.
• References checked by phone.