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Customer Service Executive (Non-Voice)
Ask & Embla is looking for a Customer Service Executive to support our growing global community. In this role, you will be a key touchpoint between our customers and internal teams, delivering thoughtful, timely, and high quality written support that reflects our brand values.This role is best suited for someone who thrives in a remote work setup, takes ownership of customer conversations, and understands the importance of being present and responsive during their shift. If you enjoy problem solving, care deeply about customer experience, and consistently go the extra mile to create positive outcomes, this role offers the opportunity to make a real impact.
What You'll Do:
- Respond promptly to customer inquiries through written support channels (chat, e-mail and social media) within one to two hours during assigned shifts.
- Stay consistently online, reachable, and fully present throughout working hours.
- Own customer conversations from first response to resolution without letting tickets stall or get lost.
- Maintain a calm, empathetic, and on-brand tone in all customer interactions.
- Work closely with Marketing, Product, and Operations to resolve customer and logistics issues efficiently.
- Maintain strong product knowledge across materials, sizing, care, and launches.
- Contribute to FAQs, macros, and support processes to improve efficiency and consistency.
- Track key CX metrics and share insights on customer feedback and recurring issues.
- Deliver thoughtful, proactive solutions and go the extra mile to turn issues into positive experiences and leave customers genuinely satisfied.
Who You Are
- Experienced in non-voice customer support roles, handling written customer interactions with confidence and consistency.
- Background in e commerce, retail, or fashion industries, with an understanding of fast paced, customer driven environments.
- Familiar with Shopify and Gorgias or similar e commerce and customer support tools.
- Comfortable working a graveyard shift and flexible to render shifts on holidays and weekends as required.
- Highly reliable in a WFH setup with stable internet connectivity and a dedicated home workspace.
- Has good internet coverage with a reliable backup connection to ensure uninterrupted work.
- Fully present, focused, and undistracted during assigned working hours.
- Responsive, organized, and strong at ownership and follow through.
- Calm, empathetic, and professional in written communication, even in high volume or sensitive situations.
- Proactive in delivering thoughtful solutions and going the extra mile to create positive customer experiences.
About Ask & Embla and Ambi
Who We Are:
Ask & Embla is a rapidly growing jewelry brand born from alternative subcultures shaped by punk, goth, and music movements. We're based in Singapore, with a collective following of more than 850,000 across our social media channels. Our growth continues with the launch of Ambi, our piercing-focused jewelry brand, which carries the same spirit of self-expression as Ask & Embla.
As e-commerce brands, we ship internationally to a diverse customer base, and we are proud to be one of the leading brands worldwide in the alternative jewelry space. We’re passionate about creating a company that brings out the best in everyone, where individuals love to work and grow as a team. That means constantly learning, building new things, staying flexible about how and where we work, and empowering each other to do the proudest work of our lives.
Ask & Embla and Ambi are led by an ex-Googler and ex-Amazonian, supported by dozens of team members across multiple countries. We’re building the foundation to expand into several business verticals beyond e-commerce, while continuing our operations to fulfil thousands of orders each month.
Ready to Join Us?
If you're a results-oriented professional who thrives in a fast-paced environment, we encourage you to apply!
Learn More about Ask & Embla and Ambi:
Website -
Instagram -
Facebook -
Pinterest -
TikTok -
Why Work With Us?
We learn and build fast together, united not only by the purpose and passion of creating beautiful, expressive, and sustainably made jewelry, but also by a community that celebrates freedom in self-expression. Everyone deserves to be fully themselves, and our jewelry designs are contemporary emblems that let them do so with pride.
Job Details
Job Types: Full-time
Expected hours: 40 per week
Pay: From PHP 25,000 per month
Benefits:
- Work from home
- Health insurance
- Paid time-off
- Employee discounts
- Professional development opportunities
Schedule:
- Shifting schedules (Day & Night)
Location:
- Remote
Job Types: Full-time, Permanent
Pay: From Php25,000.00 per month
Benefits:
- Additional leave
- Employee discount
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
- Work from home
Application Question(s):
- How soon can you start?
- How many years of experience do you have in a BPO or call center setting?
- How long did you work using Shopify as a platform. (Appreciate your honest response)
- How long did you work in a call center setup using Gorgias as a platform. (Appreciate your honest response)
- On a scale of 1-10, rate your familiarity and proficiency with Shopify as a platform. (Appreciate your honest response)
- On a scale of 1-10, rate your familiarity and proficiency with Gorgias as a tool in CS.(Appreciate your honest response)
- How long was your remote customer service experience? (Appreciate your honest response)
License/Certification:
- Gorgias certification (Required)
Work Location: Remote
