Account & Customer Experience Specialist

Position Type: Full Time

Location: Philippines (Remote)

About the Company

Our client manufactures and markets beauty and personal care products sold in over 100 countries and 10,000+ retail locations. They were established in South Florida in 2003, and have been partnering with leading retailers and brands while also selling directly to consumers through e-commerce channels.

Their focus is simple: create high-quality, trend-driven products that wow customers—supported by a culture of innovation, accountability, and execution excellence.

About the Role

The Account & Customer Experience Specialist is a high-impact, hybrid role responsible for delivering exceptional customer experiences while supporting early-stage B2B engagement and account communication.

This role is customer experience-led (reactive ? proactive), ensuring fast, high-quality resolution of DTC inquiries (Shopify, Amazon, etc.), while also supporting inbound B2B opportunities and ongoing account needs.

This is not a traditional customer service role.

We are looking for a high-agency operator who takes ownership, improves systems, and is motivated to grow into account management, leadership, and process optimization over time.

The ideal candidate is a strong problem solver, highly organized executor, and AI-forward thinker who thrives in fast-paced environments and ensures nothing falls through the cracks.

Responsibilities

Customer Experience (DTC – Primary Focus)

• Respond quickly and professionally to customer inquiries across all channels, including email, live chat, Amazon, social media (comments, DMs), and other platforms across all brands
• Resolve order issues, product questions, shipping concerns, and account inquiries with accuracy and empathy
• Monitor and respond to reviews (Amazon, Yotpo, etc.) to protect and enhance the brand's reputation
• Monitor and respond to social media comments, messages, and engagement, ensuring all interactions are timely, professional, and aligned with brand voice and customer experience standards
• Process orders, returns, exchanges, refunds, and account updates
• Maintain accurate and detailed records in CRM and support systems
• Identify root causes of recurring issues and recommend improvements
• Deliver high CSAT and contribute to increased retention and repeat purchase behavior
• Monitor order flow and fulfillment systems (e.g., ShipStation) to proactively identify and resolve issues before they reach the customer
• Review and correct address errors, flagged shipments, and delivery exceptions
• Identify and escalate potential fraudulent orders based on risk signals and order patterns
• Track and communicate back orders or fulfillment delays, ensuring timely customer updates and expectation management

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Inside Sales Support (B2B – Early Stage)

• Respond to inbound B2B inquiries (new leads, product questions, capabilities)
• Qualify opportunities and route effectively to appropriate sales leadership
• Provide timely and professional follow-up during early-stage engagement
• Support communication with active accounts as needed
• Ensure no inbound opportunity or customer request goes unaddressed

Account Support & Proactive Engagement

• Proactively engage high-value DTC customers and key accounts
• Support follow-ups, upsell opportunities, and retention initiatives
• Strengthen relationships through timely, thoughtful communication

Systems, Process & Execution Excellence

• Use tools such as Zendesk, HubSpot, Shopify, Amazon Seller Central, Slack, and Asana to manage workflows
• Maintain clean, organized systems with full visibility into tickets and communications
• Ensure all tasks and follow-ups are completed—nothing falls through the cracks
• Collaborate with leadership to build and refine SOPs and workflows
• Operate effectively in both structured and ambiguous environments

AI-First Execution & Continuous Improvement

• Actively integrate AI tools (ChatGPT, Claude, Gemini, etc.) into daily workflows
• Use AI to improve speed, quality, and consistency of communication and execution
• Build and refine prompts, templates, and workflows
• Identify and implement automation opportunities to increase efficiency
• Contribute to developing smarter systems and scalable processes

Competencies and Qualifications

Must-Have

• 3–6 years in customer experience, account support, inside sales, or similar roles
• Experience in DTC (e-commerce) and/or B2B environments preferred
• Interest in beauty and personal care, with a willingness to develop product knowledge
• Excellent written and verbal communication skills

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• Strong problem-solving ability with attention to detail
• Highly organized with the ability to manage multiple priorities
• High ownership mindset—follows through and delivers results
• Ability to operate independently and take initiative
• Comfortable in fast-paced, evolving environments

Experience with or ability to quickly learn:

• Google Workspace
• HubSpot
• Zendesk (or similar)
• Shopify
• Amazon Seller Central
• Slack
• Asana

AI Capability (Required)

• Must actively use AI tools in daily work
• Preferred: ability to build prompts, templates, and workflow improvements
• Strong interest in applying AI to real business use cases

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Paid Service Incentive Leave (SIL)
• Free Learning and Development Programs

Application Process

We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.

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