E-commerce Customer Support Specialist (US Market / EST Shift)

About the Role
Omnis Uomo is an Italian men’s skincare and wellness brand helping men become the best version of themselves through effective, minimalist self-care.

We’re looking for a Customer Support Phone Specialist who can confidently handle inbound calls, respond to email tickets, and support our e-commerce operations. You’ll be the frontline voice for our US customers — providing clear, friendly, and solution-oriented assistance.

About the Company
Learn more about Omnis Uomo
https://www.loom.com/share/38192197d0f04c5a8b70cad70c1e6637?sid=88c1bb6f-892d-4157-b42c-6af1165e8992

Role
You will assist customers through phone support and email, handle inquiries about orders and products, and support the team with chargeback-related tasks as needed. This role requires excellent communication, strong English, and prior e-commerce experience.

Responsibilities
- Answer inbound customer calls during EST hours
- Respond to email tickets when not on calls
- Provide order assistance, product information, shipping -updates, and basic troubleshooting
- Assist with chargeback documentation when needed
- Escalate complex issues to manager or the appropriate team member
- Constantly coordinate with the team about providing timely email support, callbacks, and chargebacks
- Maintain professionalism and a calm tone across customer interactions

Minimum Requirements
- Must be based in the Philippines
- Excellent English (spoken + written)
- Prior e-commerce customer support experience
- Familiar with Shopify
- Familiar with chargebacks
- Comfortable handling customer calls
- Reliable internet + quiet workspace
- Available to start ASAP
- Able to work EST hours

Preferred Qualifications
- Experience serving US-based customers
- Familiar with customer helpdesk and ticketing tools
- Skincare or beauty product knowledge
- Able to handle ticket surges when needed

Company Core Values
- Hard Work: Commitment to excellence and execution quality.
- Transparency: Open and honest communication.
- Ownership: Accountability, iteration, and continuous improvement.

Compensation & Benefits
- $400 USD per month (≈8 hours/week to start)
- Work-from-home flexibility
- Supportive team
- Opportunity to grow into more hours as the company expands
- Potential long-term role for the right candidate