Customer Service Representative

Job Title: Customer Service Representative (Remote)

A bit about us: 

We’re on a mission to redefine how tires are delivered and experienced. As a fully remote, small, and agile team, we move fast and value finding creative solutions to complex problems. We aren't afraid to experiment! We test constantly, iterate quickly, and lean into innovation to stay ahead of the curve.

We are currently looking for dedicated independent contractors to join us as we scale one of the fastest-growing e-commerce companies in the US. If you thrive in a dynamic, "test-and-learn" environment, are passionate about providing exceptional customer service, and want to be a driving force in a pioneering industry, we want to hear from you.

A bit more about this role:

As a Customer Service Representative, you will be the first point of contact for Tires Easy customers by answering questions, solving issues, and providing guidance on products and orders. You'll support customers via phone and email, and ensure every interaction is friendly, professional, and solution-oriented. 

We are not a BPO - we are a small, scrappy, and fast-growing company where we change things quickly and constantly improve our workflows and tools. This role is ideal for a high-level professional who thrives in a fast-paced environment and enjoys the "start-up" energy of a small team where you can help build and refine processes.

Key Responsibilities

Multi-Channel Support 

• Serve as the primary voice of the company, managing a high volume of inbound calls. This is a phone-heavy role, requiring up to 8 hours of active phone time per day. 
• Provide friendly, professional, and solution-oriented guidance on products, pricing, and website navigation.
• Manage the full order lifecycle, including creating orders, tracking shipments, and processing returns or warranties.
• Drive timely resolution for all assigned cases within our ticketing system.

Accountability & KPI Performance

• Hold yourself accountable to meeting and exceeding key performance indicators (KPIs) while providing an excellent customer experience.
• Maintain a high level of reliability and dependability in a fully remote environment.

Adaptability & Process Innovation

• Adapt quickly to new processes, tools, and shifting priorities as our small team scales.
• Actively participate in continuous improvement by suggesting updates to FAQs and workflows to reduce customer effort.
• Demonstrate a "creative learner" mindset by staying current on rapid product updates and company guidelines

Adaptability in a Growing Business

• Take on new tasks and responsibilities as the company scales and customer needs evolve.

Attributes to success:

• Accountability & Integrity: You are a self-starting professional who thrives on responsibility, and can work independently. 
• Customer Obsession: You are a kind, empathetic brand representative who can relate to customers and stay calm under pressure.
• Competitive & Goal-Oriented: You have a drive to succeed independently and enjoy hitting targets within a fast-moving team.
• Creative Learning: You like to learn and explore alternative solutions to complex problems.
• Clear Communication: You can simplify complex details and tailor your tone for both written and verbal interactions

Eligibility Requirements:

Must be based in the Philippines. Minimum of 3 years of experience in a high-volume, fast-paced customer service or call center environment handling inbound calls. English proficiency - strong spoken and written communication skills are required High School Diploma or equivalent

• High speed Wi-Fi connection of at least 100 MBPS, hard wired in with ethernet cord & backup internet source
• Familiarity with Google Workspace (Docs, Sheets, Gmail) and/or Microsoft Office
• Experience in the tire or automotive industry is a plus (but not required - training provided)
• Positive, proactive, and collaborative team player who values kindness and inclusivity
• Experience in the tire or automotive industry is a plus but not required (training provided).
• Available during business hours, will be scheduled for 5 days per week from Monday-Saturday between the hours of 5am-5pm Pacific Standard Time.

This role starts with a 90-day probationary contract with the goal to re-sign a long-term, full-time Independent Contractor agreement upon successful completion.

• Compensation: 36,000–40,000 Philippine pesos per month.
• Flexible Work Environment: Fully remote with a set schedule aligned to U.S. business hours.
• Paid Vacation Leave: 17 days per year, granted after the probation period.
• Company-Provided Equipment: Laptop, headset, and accessories provided after probation.
• Referral Bonus: Reward for successfully referring qualified candidates.

Please submit resume in English.