The Big Picture:The Senior Customer Service Representative plays a critical role in delivering the exceptional customer experience SwagUp is known for. As part of the Customer Experience (CX) team, this role is responsible for responding to customer inquiries, resolving order-related issues, and helping customers successfully navigate the SwagUp platform.Senior Customer Service Representatives operate at the front lines of the customer journey, assisting clients via chat and email while proactively identifying and resolving issues before they escalate. This role requires strong communication skills, attention to detail, and the ability to investigate and diagnose operational issues using SwagUp's internal tools.Beyond ticket resolution, Senior Customer Service Representatives collaborate cross-functionally with Sales, Warehouse Operations, Logistics, and Sales Operations to ensure customers receive timely support and clear guidance. The role requires a strong understanding of the SwagUp customer dashboard, logistics workflows, and internal systems in order to diagnose problems and guide customers through solutions.This position is based in Manila, working U.S. East Coast business hours, and reports to the CX Manager and Director of Customer Experience. The role offers the opportunity to grow into future leadership supervisor positions as the team expands.The Day-to-Day:Respond to customer inquiries through Intercom chat and email, providing clear, timely, and empathetic support while managing multiple interactions simultaneouslyTroubleshoot customer issues related to orders, shipments, redeem pages, swag shops, and inventory using the SwagUp customer dashboardInvestigate order details and account history using Salesforce and internal systems to diagnose and resolve issuesHelp diagnose, resolve, and escalate customer inquiries and issues by phone. Currently this team's focus is chat and email, but phone may be required in the futureMaintain strong response and resolution times while delivering high-quality customer interactionsCollaborate with the Logistics Manager to investigate and resolve stuck shipments or delivery issuesAssist customers in understanding order status, shipment timelines, and operational processes, logging all interactions in the CRM platform.Follow established SOPs, resolution matrices, and escalation paths when handling customer issuesMaintain awareness of customer trends, recurring issues, and opportunities to improve the customer experienceParticipate in cross-team collaboration with Sales, Logistics, Warehouse Operations, and Sales Operations to resolve operational challengesContribute to continuous improvement by identifying opportunities to reduce friction and improve customer outcomesOther job duties and projects as assignedIdentify similarities and differences between BDA and SwagUp processes, and seek opportunities for synergiesThe Right Person for the Job Has:Strong written and oral communication skills and the ability to provide clear, empathetic responses to customers. Fluent in english.Experience troubleshooting operational or order-related issues in a fast-paced support environmentThe ability to navigate multiple systems simultaneously while maintaining attention to detailA problem-solving mindset with the ability to investigate issues thoroughly before escalatingComfort working cross-functionally with internal teams to resolve customer issuesStrong organizational skills and the ability to manage multiple customer conversations at onceA customer-first mindset focused on creating positive experiences and building long-term trustThe ability to remain calm and professional while handling challenging customer situationsCuriosity and a willingness to learn complex systems and workflowsDesire and inclination to lead by examplePreferred Education & Experience:3-5 years of experience in customer support, customer experience, or a related roleExperience supporting customers through chat and email-based platformsFamiliarity with customer support platforms such as Intercom or similarExperience working with CRM systems such as SalesforceExperience supporting e-commerce, logistics, or operationally complex environments preferredFamiliarity with workplace communication tools such as Slack and Microsoft TeamsEnglish language fluency and strong typing proficiencyPerformance Metrics:Senior Customer Service Representatives are evaluated based on service quality and operational efficiency, including:Average Initial Reply TimeAverage Reply TimeTime to Close TicketsAverage Touches per TicketCustomer Satisfaction (CSAT)Escalation Rate
