Blackbough Swim is a customer-obsessed swimwear company that aims to delight customers with trendy and flattering designs, and a differentiated and superior buying experience. Our main markets are in the USA, Canada, and Australia.
Since our humble beginnings in 2017 when our founder started selling small-batch swimsuits from her bedroom, we have grown exponentially year-on-year achieving over eight figures in annual USD revenue today.
We are looking for candidates to join our customer service department and help support our growth. You will be part of a highly collaborative and agile team operating in a dynamic, and competitive business environment. You will have a high level of autonomy and a flexible work arrangement. This is a fully WFH/remote position. You will report directly to the General Manager. Our office is located in Wack-Wack, Mandaluyong City.
Responsibilities:
- Assist and integrate with the current Customer Experience Team to address and respond to all customer support inquiries and miscellaneous messages that are sent to Blackbough’s support channels (Email, Website Contact Form, Instagram DMs - no phone calls or in-person support).
- Ensure that customer concerns are resolved in a timely manner by coordinating with the fulfillment operations team and assist in improving the overall response time of Blackbough’s customer experience team.
- Coordinate with partnered couriers and customers regarding shipment concerns.
- Proactively use insights and knowledge gained firsthand from interacting with customers to suggest website and process changes improve the customer experience, reduce the volume of minor inquiries, and increase repeat customers.
- Examples of customer inquiries include: Sizing questions and help, product details questions, stock and availability questions, order follow-ups or changes, order delivery issues, product/sizing issues after delivery, and returns.
Requirements:
- Excellent writing skills and reading comprehension.
- Organized, and systematic in keeping track of and resolving issues.
- Able to answer large volumes of emails daily without errors.
- Have a proactive, patient, and empathic approach to dealing with, responding and explaining to customers and the general public.
- Big plus if you have experience in moderating medium to large online communities such as FB groups, Discord servers, subreddits, fan groups, and online forums.
- Be willing to work during peak hours in the United States for specific events or sales. This will be counted as overtime or offset with a leave on a different workday.
- No specific degree is required.
What We Offer:
- The initial salary range for this position is Php25,000-35,000 depending on qualifications, with regular adjustments based on performance.
- Good work-life balance, and ability to manage own hours as long as daily deliverables are accomplished. Our work arrangement policy is, “what works for you, and what makes you work most efficiently, works for us.”
- Transportation allowance and tuition/personal development/workshop fees reimbursement.
- Reimbursement for personal healthcare insurance plans in addition to all government-mandated benefits.
- Year-end bonuses depending on performance.
Why join us?
- Our team is made up of friendly, supportive, and passionate people -- who also happen to be great at what they do. We all know the people you work with can make or break a job so we go to great lengths to nurture a positive culture.
- We work hard but understand the importance of balance. We encourage employees to take breaks when needed, and to start and end their workdays at reasonable hours.
- Care about growth? So do we. We’ve been growing rapidly over the past few years, and we have a lot of growth opportunities for our team. New projects and business segment requirements pop up all the time, and we always look internally first. Not the type of place where you wait for your boss to leave before you can get a promotion.