Senior Customer Service and Phone Specialist, AU/US

• Return calls and voicemails quickly, within 5 minutes during business hours.
• Answer “will it fit my van?” using the fitment guide: ask the right questions, check, then answer with confidence.
• Help customers choose the right products and bundles, take orders over the phone and follow up quotes.
• Explain how products work and how to install them, before and after purchase.
• Reply to emails, chat and social messages in a warm, plain and personal tone.
• Handle order updates, returns, replacements and delivery issues within policies and approval limits.
• Keep SOPs, reply templates and the fitment guide up to date as products and rules change.
• Spot recurring problems, raise them with evidence, and push for fixes.
• Track response time, customer satisfaction and phone orders, and send a short weekly update to the co-founder.
• Review a sample of team replies each week and share feedback.
• Share customer feedback with product and operations teams.

• Excellent spoken English, easily understood by Australian and US customers, and comfortable with strong Australian accents. This is non-negotiable. Expect a live phone assessment.
• Excellent written English. You will write as much as you speak.
• At least 3 years in a phone-based customer service or sales role as your main job, not occasional calls alongside email.
• A track record of phone sales or retention against a target.
• High attention to detail.
• You learn technical products quickly
• Experience on Australian-facing accounts (BPO, telco, banking, airlines or retail) strongly preferred.
• Experience with e-commerce or considered purchases, where customers ask a lot of questions before they buy, strongly preferred.
• Interest in vehicles, makes, etc. nice to have.
• Gorgias or a similar helpdesk, Shopify, Asana and Slack nice to have.
• Remote, based in the Philippines.
• Full time, 40 hours a week.
• Monday to Friday, 8:00am to 5:00pm Brisbane time (6:00am to 3:00pm Philippine time), with a one hour break.
• During work hours you reply on Slack within 10 minutes.
• Start date: early January 2027.

• A full-time remote role with a stable, long-term team.
• A clear path to Customer Service Lead, with a pay review when you step up.
• Day shift, Monday to Friday. No nights shifts
• A direct line to our co-founder and real ownership of the customer phone experience.
• Paid training and onboarding, with product samples sent to you
• After your 6 month probation: 13th month pay; HMO; paid leave; vacation leave; seasonal performance bonuses.