Customer Support & Retention Associate

Remote

Full Time

Entry Level

Location: Remote (Philippines)
Compensation: $700-$1000/month
Working Schedule: Tuesday-Saturday, 4AM-12NN PH time or 10 PM to 6 AM PH Time, including occasional weekends or holidays as needed
Reports To: HR/CS Director

About Pearl West Group

Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence.

We’re hiring Customer Support & Retention Associate to join our Customer Experience team!

Role Overview

As a Customer Support & Retention Associate, you’ll be the first point of contact for our customers—resolving inquiries, handling order issues, and ensuring a smooth experience across our DTC brands. You’ll manage tickets via Freshdesk and provide support across email, chat, and phone, delivering timely, accurate, and empathetic service.

Beyond support, this role plays a key part in customer retention and subscription management—identifying save opportunities, reducing churn, and protecting recurring revenue.

This role is ideal for someone with strong omnichannel customer service experience (email, chat, and phone), excellent written and verbal English communication skills, and the ability to manage multiple inquiries efficiently while maintaining professionalism, accuracy, and a solutions-first mindset.

Key Responsibilities

Respond promptly and professionally to customer inquiries via Freshdesk (email and chat).
Handle order updates, returns, exchanges, refunds, and product inquiries with accuracy and efficiency.
Manage subscription-related requests including cancellations, skips, billing updates, and plan modifications.
Proactively identify opportunities to save subscriptions by offering solutions such as product education, usage guidance, alternative options, flexible shipping schedules, or applicable promotions.
Support customer retention efforts by reducing refunds and cancellations through thoughtful problem-solving and brand-aligned save strategies.
Escalate high-risk churn cases when appropriate while attempting first-level save efforts.
Coordinate with internal teams and 3PL partners to resolve shipping, fulfillment, or inventory-related concerns.
Maintain accurate and detailed customer interaction records in Freshdesk.
Identify recurring issues and provide feedback to improve FAQs, macros, workflows, or product education.
Contribute to improving CSAT, retention rate, subscription save rate, and overall customer lifetime value.
Meet or exceed performance targets including response time, resolution rate, customer satisfaction, and retention metrics.
Perform other customer experience–related tasks as assigned.
(Responsibilities are not limited to the above and may evolve based on team needs and performance.)

Requirements (Plug-and-Play Skills)

Category	Requirement
Experience	Minimum 2 years of customer service experience, with at least 1 year in non-voice support (email or chat).
Tools	Familiarity with Freshdesk, Zendesk, or similar helpdesk platforms.
Communication	Excellent written English—clear, empathetic, and professional tone.
Typing Speed	At least 40 words per minute with high accuracy.
Multitasking & Focus	Can manage multiple tickets and maintain quality under pressure.
Integrity & Accountability	Reliable, proactive, and able to work independently in a remote environment.
Availability	Can work Tuesday–Saturday, 4 AM–12 NN PHT, including occasional weekends or holidays as needed.

Nice-to-Have Skills

Experience with Shopify, Amazon Seller Central, or TikTok Shop
Familiarity with Google Workspace (Docs, Sheets)
Understanding of CSAT, response time, and resolution KPIs
Experience working with 3PL or fulfillment partners
Pet owner (or has experience caring for pets), with a strong understanding of pet owners’ concerns and emotional connection to their pets.

Performance Metrics (Success in the Role)

First Response Time: < 24 hours
Customer Satisfaction (CSAT): 90%+
Resolution Rate: > 90% within SLA

Why Join Pearl West Group

Be part of a fast-growing eCommerce team managing multiple DTC brands.
Gain hands-on exposure to Freshdesk and real customer experience operations.
Fully remote role with performance-based incentives.
Opportunity for promotion or full-time employment based on performance.

Application Process

Submit your resume highlighting your relevant customer service and non-voice experience.
Online assessment (take the online assessment here: https://app.testgorilla.com/s/c875bwb6) - NO ONLINE ASSESSMENT = AUTO-REJECT
Initial interview with the HR team.
Final interview with the hiring manager.

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