Customer Care Wizard

• We’re looking for someone who genuinely likes helping people.
• You’ll be the person

SolarBalls

• fans talk to when something goes wrong with their order, they have a question, or they just need someone to sort something out.
• This is not a “copy and paste the company policy” kind of job.
• What you’ll be obsessed about
• Making SolarBalls fans happy.
• You don’t just answer tickets. You want every customer to feel like they were listened to, taken seriously and actually helped.
• You care about solving the real problem, not just closing the ticket.

If a customer is unhappy, your first thought should be

• “Okay, what can I do to make this right?”
• Then you do what it takes to solve the problem, even when that means taking a small hit for the company.
• Nothing is more important than keeping our fans happy and protecting the SolarBalls reputation.
• What you’ll do
• Respond to customer questions through email within
• 24 hours
• , and through other platforms such as Kickstarter when relevant
• Fully resolve and act on every customer issue within 3 working days.
• Nothing should sit unanswered, get forgotten or drag on unnecessarily
• Manage and organize support tickets so nothing gets lost
• Review orders in Shopify and understand what’s happening with each one
• Process and track orders
• Coordinate with our 3PL team on fulfilment, shipping and tracking
• Follow up on delayed, missing or incorrect orders
• Own customer problems from start to finish. If you need to involve someone else, you still own making sure the issue gets resolved
• Keep customers updated so they never have to chase us for an answer
• Spot recurring customer problems and suggest ways we can fix the underlying issue
• Help improve our support systems and automate repetitive work
• Escalate bigger issues when needed, but use your own judgement to solve everyday problems
• Help improve our customer care philosophy, with new trends of concerns that you are seeing, so that we know how to address them if and when they arise.
• What we’re looking for
• 2–3+ years of customer service or customer support experience
• Strong Shopify knowledge
• Experience handling customer support through email
• WhatsApp experience is a bonus
• Excellent written communication
• Very organized and detail-oriented
• Good at figuring things out instead of waiting for someone to tell you what to do
• Calm and thoughtful when dealing with frustrated customers
• Able to make sensible decisions without needing approval for every little thing
• Comfortable working in a fast-moving e-commerce business
• Strong understanding of fulfilment and shipping processes, and able to confidently troubleshoot common issues with orders, tracking, delays and deliveries
• Experience managing a high volume of customer service tickets while keeping responses timely and organised
• Most importantly: you care about the customer
• We want someone who will actually advocate for the customer.
• If a package is late, don’t just tell them to wait.
• If something went wrong, don’t hide behind the policy.
• If a customer is upset, don’t make them feel like they’re being difficult.
• Figure out what happened. Figure out what would make it right. Then do it.
• There will obviously be boundaries. But we’d rather have someone who sometimes needs to be told
• “that’s a bit too generous”
• than someone who constantly looks for reasons not to help the customer.
• Your communication style
• You should sound like a human.
• SolarBalls has a young, internet-native audience, so our customer support shouldn’t sound like a bank or an airline.

You should be

Warm

Friendly

Casual without being sloppy

Clear

Empathetic

• Good at reading the situation and adjusting your tone
• You should also be able to take a customer’s concern seriously without being defensive or making them feel like they’re imagining the problem.
• Bonus points
• You know SolarBalls and actually like the brand, and other other brands at Telos Media.
• You’re familiar with animation, YouTube, gaming, Pokémon or similar fan communities. Better if you are a collector yourself!
• You’ve worked in e-commerce before and you actually enjoy this industry
• You’re the kind of person who gets weirdly satisfied when a messy customer problem gets completely sorted

Hours

• Full-time. You must be online from
• 10 AM–2 PM Philippine time
• for team and customer coverage. The rest of your hours are flexible around that window.
• No regular evening work.