Prior customer service experience, preferably in e-commerce, apparel, or outdoor products
Excellent written English communication skills with a friendly, professional tone
Familiarity with Shopify, Gorgias, Loop Returns, and Excel is a plus; comfortable using customer service software, order management systems, and basic troubleshooting tools
Ability to work independently in a remote environment, manage time effectively, and maintain strong attention to detail while following processes and guidelines
Requirements:
Respond to customer inquiries via email, chat, and support tickets in clear, professional English; assist with orders, order status, returns, exchanges, and warranty claims
Provide knowledgeable product support including sizing guidance, fabric features, care instructions, and product comparisons
Escalate complex issues to appropriate internal teams and maintain detailed records in the customer service platform
Share recurring customer feedback with management to improve products and processes and stay up-to-date on Ridge Merino products, promotions, and policies
Job description
Job Title: Remote Customer Service Agent
Company: Ridge Merino
Location: Remote – Philippines
Department: Customer Experience /
Support Reports To: Customer Service Manager (U.S.-based)
About Ridge Merino Ridge Merino designs premium Merino wool apparel built for comfort, durability, and performance—on the trail and in everyday life. We are committed to quality craftsmanship, sustainability, and delivering an exceptional customer experience that reflects our passion for the outdoors and our products. Position Overview The remote customer service agent is responsible for delivering friendly, knowledgeable, and solution-oriented support to Ridge Merino customers. This role serves as a key brand ambassador, helping customers with orders, product questions, returns, and general inquiries while ensuring every interaction reflects Ridge Merino’s values and high standards.
Key Responsibilities:
Respond to customer inquiries via email, chat, and/or support ticket systems in clear, professional English
Assist customers with order placement, order status, returns, exchanges, and warranty claims
Provide knowledgeable product support including sizing guidance, fabric features, care instructions, and product comparisons
Resolve customer concerns with empathy and efficiency, turning challenges into positive experiences
Escalate complex issues to the appropriate internal teams when needed
Maintain detailed and accurate records in the customer service platform (e.g., tickets, notes, resolutions)
Share recurring customer feedback or issues with management to help improve products and processes Maintain up-to-date knowledge of Ridge Merino products, promotions, and policies
Order entry
Requirements
Qualifications & Skills
Previous customer service experience, preferably in e-commerce, apparel, or outdoor products
Excellent written English communication skills with a friendly, professional tone
Previous knowledge of Shopify, Gorgias, Loop Returns, and Excel a plus
Strong attention to detail and ability to follow processes and guidelines
Ability to work independently in a remote environment and manage time effectively
Comfort using customer service software, order management systems, and basic troubleshooting tools
Passion for the outdoors, Merino wool products, or performance apparel is a plus Work Environment & Requirements
Fully remote position
Must have a reliable high-speed internation connection and quiet, professional workspace
Ability to work scheduled shifts which may align with U.S. time zones and peak holidays What We Offer
Opportunity to work with a growing international outdoor apparel brand Collaborative and respectful team culture
Competitive compensation (based on experience)
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