Customer Experience Operations Specialist (Senior IC Role)

Location: Remote (Philippines)
Employment Type: Full-Time
Salary Range: $1,000–$1,400/month
Reports To: HR / CS Director
Works Closely With: Customer Service Team Lead (CX)

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 operate across Shopify, Amazon, TikTok Shop, and Walmart, supporting high-volume, customer-centric brands in competitive markets.
We’re hiring two (2) Customer Experience Operations Specialists to strengthen our CX foundation and support the next stage of scale.

Role Overview
This is a senior individual contributor role for a high-ownership CX professional who thinks beyond tickets.
As a Customer Experience Operations Specialist, you’ll serve as a frontline CX expert while also helping elevate how our customer support function operates day to day. You’ll handle complex customer interactions, support omnichannel workflows, and partner closely with the CS Team Lead to improve processes, documentation, and service standards.
This role is ideal for someone who:

• Is calm, sharp, and accountable under pressure
• Naturally spots inefficiencies and fixes them
• Leads by example without needing a title or direct reports

We operate in a trust-based, non-micromanaged environment. You’ll be expected to own outcomes, manage priorities independently, and uphold a high bar for customer experience.

Key Responsibilities
Customer Experience Execution

• Deliver timely, empathetic, and brand-aligned support via email, chat, and social channels (Instagram, TikTok, Facebook, FreshDesk, etc.)
• Resolve customer inquiries related to orders, subscriptions, returns, refunds, exchanges, and product questions across multiple sales channels
• Manage high-volume, real-time customer interactions while maintaining accuracy, professionalism, and composure

CX Operations & Optimization

• Support omnichannel workflows across Shopify, Amazon, TikTok Shop, Walmart, and connected fulfillment systems
• Coordinate with 3PL partners and internal teams to resolve fulfillment, shipping, and product quality issues efficiently
• Identify recurring customer pain points and surface actionable insights to CX, Operations, and Marketing teams
• Maintain and continuously improve helpdesk macros, FAQs, and canned responses for clarity, consistency, and speed
• Partner closely with the CS Team Lead to reinforce service standards, workflows, and quality benchmarks

Performance & Accountability

• Track and report daily CX metrics including response time, resolution rate, CSAT/NPS, and productivity
• Consistently meet or exceed SLAs and customer satisfaction targets
• Contribute to customer retention by turning issue resolution into trust-building moments

Non-Negotiable Requirements (Plug-and-Play Skills)
Experience

• Minimum 2 years in DTC or eCommerce customer support, ideally across multiple marketplaces or brand platforms

Platforms & Tools

• Hands-on experience with Shopify, Amazon Seller Central, TikTok Shop Seller Center
• Proficiency with a modern helpdesk (Zendesk, Freshdesk, Help Scout, etc.)

Communication

• Exceptional written English—clear, empathetic, and aligned with brand voice

Multitasking & Pressure Handling

• Proven ability to manage multiple tickets/chats simultaneously in fast-paced environments without sacrificing quality

Integrity & Ownership

• Highly reliable, self-directed, and accountable
• Thrives in a trust-based environment without micromanagement

Availability

• Able to work 8-hour shifts, including weekends or holidays as needed
• Core shift: Tuesday–Saturday, 4:00 AM–12:00 NN PHT

Performance Orientation

• Demonstrated success meeting or exceeding CSAT and response-time KPIs

Preferred / Nice-to-Have Skills
Experience with Slack, ClickUp, OrderDesk, ShipBob, Google Workspace
Familiarity with subscription platforms (Recharge, StayAI, or similar)
Strong understanding of Amazon, TikTok Shop, and Walmart order workflows
Experience working with 3PLs and reverse logistics
Background improving help centers, FAQs, or CX documentation
Knowledge of CSAT, NPS, SLA, and resolution metrics
Typing speed of 40 WPM with 95%+ accuracy

• Experience supporting a pet brand or being a pet owner, with the ability to communicate empathetically in sensitive situations

What Success Looks Like

• First Response Time: < 24 hours
• CSAT: 90%+
• Ticket Resolution Rate: > 90% within SLA
• Strong collaboration with the CS Team Lead
• Consistent contribution to smoother workflows and better customer outcomes

Why Join Pearl West Group

• Work alongside experienced eCommerce operators scaling multiple brands
• Fully remote role with modern tools and supportive leadership
• Exposure to omnichannel DTC operations (Shopify, Amazon, TikTok)
• Competitive compensation with performance-based bonuses
• A results-driven culture that values ownership, integrity, and continuous improvement

Application process
1. Submit your resume highlighting your relevant experiences. 
2. Intake call with the HR team. 
3. Online assessment. 
4. Final interview with the Hiring Manager.