E-Commerce Customer Support (2 PM - 11 PM Shift) - 100% Remote

What Is ErgoLab?

ErgoLab is one of the fastest-growing Direct-to-Consumer (DTC) brands in Southeast Asia - and Malaysia is our next big focus. We launched here late last year, and we are now entering our hyper-growth phase. We operate with the speed of a tech startup and the discipline of a global brand. This approach has allowed us to serve 200,000+ happy customers and build the #1 best-selling pillow in Thailand. Now we are bringing that same system to Malaysia - and we are building the team that will make it happen here.

We are a 100% remote team. We are entering a high-growth phase, and we are looking for a Customer Support specialist to manage our frontline customer communications from 2 PM - 11 PM and ensure every customer has a world-class experience.

If you are interested in joining what will be one of Malaysia's biggest home & bedding brands, this is for you.

Who We Need

The Customer Support specialist at ErgoLab is the voice of our brand and the frontline guardian of our customer experience.

You are highly organized, fast on your feet, and calm under pressure. Your primary focus will be managing inbound inquiries across our ecosystem: Shopify, Shopee, Lazada, and social media comments - turning everyday customer questions into loyal brand advocates.

Here's What You'll Actually Do:

• Own Multi-Platform Customer Communication: Fast, high-quality, and empathetic responses to customer chats, emails, and order queries across Shopify, Shopee, and Lazada.
• Manage Public Comment Containment: Actively monitor and respond to public comments on our Meta and TikTok ads to preserve our brand reputation and drive ad conversion.
• Execute Order & Fulfillment Workflows: Handle daily order updates, modifications, address corrections, cancellations, and basic shipping tracking updates.
• Process Refunds & Returns: Follow established SOPs to process standard return requests, troubleshoot customer issues, and execute partial refund negotiations to protect revenue.
• Flag Logistical Variations: Monitor tracking statuses, flag shipping delays or delivery disputes, and report defective batch patterns to management or the warehouse team.
• Follow Team Documentation: Operate strictly within existing team SOPs while logging daily and weekly ticket volumes accurately.

Why This Role Matters (for You):

• You Get a Masterclass in Modern DTC Operations: You won’t just be answering emails. You will learn the inner workings of a high-growth e-commerce brand, utilizing world-class customer experience software like Richpanel and Shopify.
• You Learn Direct-Response Retention: We will train you on how to handle difficult customer situations, manage expectations during out-of-stock waves, and negotiate resolutions that save revenue - highly valuable skills in the e-commerce industry.
• Career Path: We are scaling rapidly, which means your role can grow as the business does. Frontline specialists who dominate their execution metrics and show high ownership will be the first in line to step into advanced career tracks, senior support roles, or specialized operations functions as the department expands.

The "Anti-Sell" (Read this carefully):

If you need a slow, predictable, corporate environment where you can slide by unnoticed, this isn't the role for you. We are scaling rapidly, which means chat volumes will fluctuate, and we expect our team to move fast without letting response quality slip. We will always make sure the CS team is fully supported with as many additional team members as needed.

Results (How we measure you):

• Response Time & SLA: You consistently maintain our target response times across Shopify, Shopee, and Lazada during your shift.
• First Contact Resolution (FCR): You solve customer issues accurately on the first attempt, minimizing backlog and open tickets.
• Customer Satisfaction (CSAT): Your conversations consistently earn high ratings from our customers for clarity, speed, and helpfulness.

Requirements (Who you are):

• Ecommerce Experience: At least 2+ years of dedicated customer service experience handling Shopify, Shopee, and Lazada seller backends. Familiarity with Richpanel or Gorgias is a massive plus.
• Excellent Written Communication: Flawless written English. Professional, warm, and clear tone. Ability to write in Mandarin is highly advantageous.
• Highly Tech-Savvy: You adapt to new software workflows instantly and don't need hand-holding to navigate multi-platform tags or logistics dashboards.
• Problem Solver: You don’t just pass problems up to management. You look at the SOP, evaluate the customer's situation, and execute the solution autonomously.
• Working Hours (2 PM - 11 PM MYT): This is a dedicated evening shift. You will work from 2:00 PM to 11:00 PM (Malaysia Time), 5 days a week on a rotating schedule to ensure 7-day coverage. You must be willing to work some weekends and public holidays during big campaign days (you will receive replacement leave or standard days off in exchange).

Benefits

• Competitive Compensation: Based on experience
• Remote-First: Permanent work-from-home lifestyle with zero commute costs and wasted hours.
• ErgoLab Products: Free ErgoLab products so you can personally experience and love what you support.

ErgoLab Core Values

The right person for this role will live by these values:

1. Relentless Improvement. We want to be the best. We enjoy hard challenges. We are constantly improving our products and our systems. We don't settle for "good enough" when "great" is possible.
2. Integrity First. We play the long game. We treat our customers, suppliers, partners, and team with total respect. We don't cut corners to make quick money. We want to be proud of the work we do and the reputation we are building.
3. Truth Over Comfort. We solve problems in the open. If something isn't working, we say it. We don't sugarcoat reality. We believe that honest, direct feedback is the fastest path to improvement.