Customer Support Specialist

Job Title: Remote Customer Service Agent Company: Ridge Merino Location: Remote – Philippines Department: Customer Experience / Support Reports To: Customer Service Manager (U.S.-based) About Ridge Merino Ridge Merino designs premium Merino wool apparel built for comfort, durability, and performance—on the trail and in everyday life. We are committed to quality craftsmanship, sustainability, and delivering an exceptional customer experience that reflects our passion for the outdoors and our products. Position Overview The remote customer service agent is responsible for delivering friendly, knowledgeable, and solution-oriented support to Ridge Merino customers. This role serves as a key brand ambassador, helping customers with orders, product questions, returns, and general inquiries while ensuring every interaction reflects Ridge Merino’s values and high standards. Key Responsibilities Respond to customer inquiries via email, chat, and/or support ticket systems in clear, professional English Assist customers with order placement, order status, returns, exchanges, and warranty claims Provide knowledgeable product support including sizing guidance, fabric features, care instructions, and product comparisons Resolve customer concerns with empathy and efficiency, turning challenges into positive experiences Escalate complex issues to the appropriate internal teams when needed Maintain detailed and accurate records in the customer service platform (e.g., tickets, notes, resolutions) Share recurring customer feedback or issues with management to help improve products and processes Maintain up-to-date knowledge of Ridge Merino products, promotions, and policies Order entry Qualifications & Skills Previous customer service experience, preferably in e-commerce, apparel, or outdoor products Excellent written English communication skills with a friendly, professional tone Previous knowledge of Shopify, Gorgias, Loop Returns, and Excel a plus Strong attention to detail and ability to follow processes and guidelines Ability to work independently in a remote environment and manage time effectively Comfort using customer service software, order management systems, and basic troubleshooting tools Passion for the outdoors, Merino wool products, or performance apparel is a plus Work Environment & Requirements Fully remote position Must have a reliable high-speed internation connection and quiet, professional workspace Ability to work scheduled shifts which may align with U.S. time zones and peak holidays What We Offer Opportunity to work with a growing international outdoor apparel brand Collaborative and respectful team culture Competitive compensation (based on experience)