Home-Based Customer Experience and Operations Support

Number of Openings: 1

Are you a customer-focused professional who thrives in delivering exceptional service and building strong client relationships? We’re looking for a Home-Based Customer Experience and Operations Support to join our DCX team. In this role, you will support partner brands by managing orders, resolving concerns, and ensuring a seamless end-to-end customer experience while maintaining operational efficiency. This is a great opportunity to contribute to a growing organization while developing your skills in a fast-paced environment.

REQUIRED CORE COMPETENCIES

• Highly Detail-Oriented & Process-Driven: Ensures accuracy and consistency across tasks and systems.

• Multi-System Navigation: Comfortable operating across multiple systems simultaneously.

• Ownership & Accountability: Takes responsibility for tasks and delivers results with minimal supervision.

• Proactive & Solutions-Oriented: Identifies issues early and contributes to process improvements.

• Customer & Operations Balance: Maintains excellent customer experience while ensuring operational efficiency.

WHAT YOU WILL DO

Core Customer Support + Ticketing

• Experience managing high-volume inboxes

• Ability to priori ze, tag, and triage tickets by urgency + order stage

• Strong written communication (clear, professional, efficient)

• Experience mee ng SLA requirements (Etsy / live chat responsiveness)

• Ability to escalate issues appropriately (production, fulfillment, ops)

Order + Operations Support

• Experience with order management workflows (Order Desk, ShipStation, Finale, OMS tools)

• Ability to troubleshoot order issues (failed orders, delays, address issues)

• Comfortable handling backorders, reroutes, and fulfillment changes

• Strong attention to detail with order data and execution

Marketplace + Wholesale Support

• Experience working with marketplaces (Shopify, Etsy, Amazon, Faire, MarketTime or similar)

• Ability to manage tracking uploads and order maintenance

• Ability to manage end-to-end order support including data imports and account / database maintenance

• Experience supporting the unique requirements of wholesale / B2B customers

• Ability to manage account setup and customer onboarding

Corporate / Bulk Order Coordination

• Ability to gather and validate detailed order components

• Experience genera ng quotes or coordinating pricing internally

• Strong judgment on when to escalate high-value opportunities

• Project management skills involving multiple internal stakeholders

Returns + Issue Resolution

• Experience managing returns, refunds, and replacements

• Ability to investigate issues (damage, delays, missing items)

• Balanced judgment between customer experience and company policy

Data Accuracy + Systems

• High Attention to detail across multiple systems

• Experience documenting issues, notes, and resolutions

• Ability to track trends and recurring problems

Cross-Functional Communication

• Comfortable coordinating with Ops, Production, and Sales

• Ability to clearly communicate delays, risks, and priorities

Accounts Receivable Support

• Experience with invoicing and payment tracking

• Comfortable reconciling payments and handling discrepancies

• Ability to manage terms, late payments, and customer follow-ups

WHAT WE LOOK FOR

• Education: Bachelor's degree in marketing, Communications, and Business Administration, or any related field.

• Experience: 1-2 years of direct Promotional, Customer Service, or Order Management role.

• Language Proficiency:Strong verbal, written, and English communication skills.

• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

• Tools/System:

  • Order Desk

  • ShipStation

  • Finale

  • Gorgias

  • Shopify

  • Etsy

  • Faire

  • MarketTime

  • Amazon

  • QuickBooks or similar AR tools

  • Slack

  • Excel / Google Sheets

  • Chat GPT or similar AI tools

  • Data management tools such as Dropbox, CRMs

• Technical Skills:

  • E-commerce Systems Depth

  • Experience with multi-channel ecommerce (Shopify, Etsy, Amazon, Faire, MarketTime)

  • Familiarity with order routing tools (Order Desk, ShipStation, Finale)

  • Understanding of fulfillment workflows (3PL vs dropship)

  • Process Improvement Mindset

  • Ability to identify inefficiencies and suggest improvements

  • Experience documenting SOPs or workflows o

  • Comfortable working in evolving / not-fully-standardized environments

  • AI + Automation

  • Experience using AI tools to draft responses, summarize tickets, or improve efficiency

  • Interest in automation and reducing manual workload

  • Analytical Thinking

  • Ability to identify trends in tickets, returns, or order issues

  • Comfortable using data to inform recommendations

  • Product + Customization Awareness

  • Experience supporting customized or made-to-order products

  • Ability to interpret customer personalization requests accurately

  • Attention to detail with specs (names, dates, locations, design details, etc.)

  • Quality / Defect Sensitivity

  • Ability to identify and flag potential quality issues early

  • Experience handling defect claims or product complaints

  • Tone + Brand Sensitivity

  • Ability to adapt tone across channels (retail vs corporate vs wholesale)

  • Strong customer empathy with efficient resolution style

  • Time Management / Autonomy

  • Ability to manage time and prioritize tasks independently

  • Comfortable working through structured daily workflows without supervision

  • Error Prevention Mindset

  • Strong focus on preventing errors (not just reacting to them)

  • Ability to follow and enforce operational standards

  • Ownership Mentality

  • Takes ownership of issues through resolution (not just handoff)

  • Follows through across systems and teams

WHAT WE OFFER

• Salary Range: PHP 40,000 - 45,000

• Industry: Promotional Products

• Job Type: Full-time

• Work Shift: 8:00 AM - 5:00 PM EST (USA)

• Workdays: Monday through Friday (USA)

BENEFITS OF WORKING WITH US

• Industry-leading salary packages

• Permanent work-from-home setup

• Company equipment provided

• Internet stipends upon regularization

• HMO Coverage

• PTO credits and service incentive leaves

• Major spring and winter company live events

• Monthly employee appreciation virtual events

• Company-provided career skills training courses

• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!