Customer Service Associate

Location: Remote (Philippines)
Compensation: $600-$800/month
Working Schedule: Tuesday-Saturday, 4AM-12NN PH time, including occasional weekends or holidays as needed, and subject to change to GY shift after the training period
Reports To: HR/CS Director

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’re hiring Customer Service Associate to join our Customer Experience team on a 3-month contract—with the possibility of full-time employment or promotion based on performance.

Role Overview

As a Customer Service Associate, you’ll be the first point of contact for our customers—resolving inquiries, handling order issues, and ensuring a smooth experience across our DTC brands. You’ll manage tickets via Freshdesk, providing timely, accurate, and empathetic responses.

This role is ideal for someone with strong non-voice customer service experience, excellent written English, and the ability to handle multiple tickets efficiently while maintaining professionalism and accuracy.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via Freshdesk (email and chat).
• Handle order updates, returns, exchanges, refunds, and product inquiries.
• Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues.
• Maintain accurate and complete customer interaction records.
• Identify recurring issues and suggest improvements to processes or templates.
• Meet or exceed performance targets for response time, resolution rate, and customer satisfaction.
• Perform other customer experience–related tasks as assigned.
  (Responsibilities are not limited to the above and may evolve based on team needs and performance.)

Requirements (Plug-and-Play Skills)

Nice-to-Have Skills

• Experience with Shopify, Amazon Seller Central, or TikTok Shop
• Familiarity with Google Workspace (Docs, Sheets)
• Understanding of CSAT, response time, and resolution KPIs
• Experience working with 3PL or fulfillment partners
• Pet owner (or has experience caring for pets), with a strong understanding of pet owners’ concerns and emotional connection to their pets.

Performance Metrics (Success in the Role)

• First Response Time: < 24 hours
• Customer Satisfaction (CSAT): 90%+
• Resolution Rate: > 90% within SLA

Why Join Pearl West Group

• Be part of a fast-growing eCommerce team managing multiple DTC brands.
• Gain hands-on exposure to Freshdesk and real customer experience operations.
• Fully remote role with performance-based incentives.
• Opportunity for promotion or full-time employment based on performance.

Application Process

1. Submit your resume highlighting your relevant customer service and non-voice experience.
2. Online assessment (take the online assessment here: https://app.testgorilla.com/s/c875bwb6 - no assessment, no interview
3. Initial interview with the HR team.
4. Final interview with the hiring manager.