Customer Service Representative | E-commerce | Night

Who We Are

yGen Innovations delivers end-to-end RPO (Recruitment Process Outsourcing) services to enterprise clients across multiple industries. Our team works embedded with client organizations to solve complex talent and technology challenges at scale.

We are building experienced ecommerce support professionals to support active and incoming client engagements for a growing US nutrition and wellness brand. If you have a solid background in ecommerce platform support, merchant onboarding, and payment systems troubleshooting, we want to hear from you.

What the Work Looks Like

Depending on the engagement, Ecommerce Support Specialists typically work on:

• Resolving account access, login, registration, payment, and site functionality issues for website users, practitioners, and merchants
• Supporting merchant onboarding, account setup, and verification within payment platforms such as PayQuicker
• Investigating reported website issues by reproducing problems, finding root causes, and documenting findings
• Creating and maintaining detailed support tickets for timely resolution
• Acting as liaison between end users and Development, Finance, Compliance, and Customer Care
• Escalating platform defects, outages, integration issues, and complex technical concerns through established processes
• Monitoring support queues and channels for timely response to ecommerce inquiries
• Testing site functionality and verifying fixes after updates, enhancements, or bug fixes

What We Look For

Must Have:

• Available to work EST business hours
• 3 to 5 years of experience in ecommerce operations, customer experience, order management, or contact center roles supporting online retail
• Hands-on experience with ecommerce platforms such as Shopify, BigCommerce, Magento, WooCommerce, or Amazon Seller Central
• Experience handling online orders, returns, refunds, chargebacks, and fulfillment-related customer interactions
• Proficiency in Microsoft Office, especially Excel for data analysis, reporting, and order reconciliation
• Excellent written and verbal communication with strong problem-solving and critical-thinking skills

Nice to Have:

• Familiarity with billing, payment processing, tax calculations, and ecommerce transaction workflows
• Experience with CRM, ERP, OMS, or WMS tools such as Freshdesk, Jira, or Microsoft D365
• Experience in high-volume environments with KPIs, SLAs, and customer satisfaction metrics, including analyzing order trends to find improvements
• Exposure to merchant payment platforms such as PayQuicker, or to practitioner and B2B ecommerce customers
• Experience writing troubleshooting guides and knowledge base articles
• Bachelor's degree or an equivalent combination of education and experience

Work Setup and Schedule

• Hybrid setup, Philippines-based
• EST business hours coverage, Night shift in Philippines