Customer Service Representative

About Fuego

Fuego is redefining dance footwear—creating sneakers built for dance, performance, and everyday life . Designed to move seamlessly from the studio to the street, our products fuse innovation, comfort, and style. Based in Miami, we’re a fast-growing global brand passionate about creativity, community, and motion.

About the Role

We’re seeking an experienced, customer-focused Customer Service Representative based in the Philippines to support Fuego’s growing global e-commerce business.

You will serve as a primary point of contact for customers, providing timely and thoughtful assistance across email, live chat, and other support channels. The ideal candidate has strong e-commerce experience, excellent written English, and the ability to resolve order, shipping, return, and product-related concerns with professionalism and empathy.

This is a full-time, remote position requiring availability during designated time zones.

What You’ll Do

• Respond to customer inquiries through email, live chat, social media, and other support channels.
• Assist customers with product questions, sizing, order updates, cancellations, exchanges, returns, refunds, and warranty concerns.
• Investigate and resolve shipping issues, including delayed, missing, damaged, or incorrect orders.
• Manage customer orders and account information accurately within the company’s e-commerce platform.
• Coordinate with warehouse, fulfillment, logistics, and operations partners to resolve order-related issues.
• Maintain a high standard of professionalism, empathy, and brand consistency in every customer interaction.
• Document customer conversations, resolutions, and follow-up actions within the customer support system.
• Escalate complex or high-priority cases to the appropriate internal team.
• Identify recurring customer concerns and share trends, feedback, and recommended improvements with leadership.
• Meet established performance expectations for response times, resolution times, customer satisfaction, and service quality.
• Stay current on Fuego’s products, policies, promotions, and launches.

What We’re Looking For

• Five or more years of customer service experience, preferably within an e-commerce or direct-to-consumer business.
• Previous experience supporting customers in an online retail environment is required.
• Excellent written and verbal English communication skills.
• Experience managing order updates, returns, exchanges, refunds, and shipping-related concerns.
• Strong problem-solving skills with the ability to remain calm and professional in challenging situations.
• Highly organized and detail-oriented, with the ability to manage multiple customer conversations and priorities.
• Comfortable working independently in a fast-paced, remote environment.
• Reliable internet connection and a professional, distraction-free workspace.
• Availability to work a schedule aligned with designated U.S. business hours , including occasional holidays or peak sales periods as needed.
• Experience with Shopify or Shopify Plus is strongly preferred .
• Experience with customer support platforms.
• Familiarity with international shipping, fulfillment, and cross-border e-commerce is a plus.
• Interest in dance, footwear, fashion, or lifestyle brands is a plus.

Why Fuego

• Join a fast-growing global footwear brand with customers around the world.
• Work remotely from the Philippines as part of a collaborative international team.
• Help shape the customer experience as Fuego continues to scale.
• Gain exposure to global e-commerce, product launches, and international operations.
• Competitive compensation and opportunities for professional growth.
• Creative, collaborative, and entrepreneurial team culture.