Full-Time | 40 hours per week | 8 hours per day | EDT time zone
This is an exciting Member Services Specialist position dedicated to playing a pivotal role in maintaining positive customer relationships and driving customer satisfaction. Will be the primary point of contact for the client’s customers – handling inquiries, resolving issues, and ensuring exceptional service delivery.
The role requires meticulous attention to detail, strong organizational skills, and the ability to adeptly manage various tasks. Initiative and self-motivation are key qualities necessary for thriving in this role.
About the company
This company is a leading subscription service dedicated to delivering the freshest, highest-quality extra virgin olive oils sourced from award-winning, family-owned farms around the globe. Each quarter, customers receive a hand-selected trio of just-pressed oils—never stored or aged—delivered directly to their doorsteps. Every shipment includes in-depth tasting notes, the unique stories behind each producer, and seasonal recipes designed to elevate the culinary experience.
Day-to-day tasks include but are not limited to:
- Respond to member inquiries via email and voicemail with professionalism and empathy
- Monitor and manage the shared Member Services inbox and voicemail system
- Handle high-level or complex member issues, escalating when necessary
- Batch and process daily orders for the fulfillment center, including special delivery and gift notes
- Track bottled oil inventory and assist with quarterly oil bottling coordination
- Support affiliate campaigns by processing related single-bottle orders
- Complete special projects and data-focused tasks as delegated by leadership
- Analyze service data and member trends using Excel to improve team efficiency and customer satisfaction
- Support fulfillment operations during quarterly “crunch time” with extended availability
Preferred Skills & Experience:
- Interest or background in food, cooking, nutrition, or health — highly valued given the client’s focus on food-oriented wellness
- Experience using customer support platforms like Zendesk or Help Scout
- Experience with Shopify, Recharge, and related e-commerce platforms
- Strong organizational skills with the ability to manage multiple priorities and tasks independently
- Familiarity with retention strategies in membership- or subscription-based business models, especially within club or community-oriented services
- Project management experience is a strong plus
- Flexible availability during peak fulfillment periods
- Self-starter with a proactive mindset and ability to work independently
Non-Negotiables Qualifications:
- 3–5+ years of customer service experience (1–2 years working from home), with a strong emphasis on supporting U.S.-based e-commerce clients
- Exceptional written and verbal communication skills, particularly with U.S.-based customers
- Fluent in English, with excellent grammar and professional tone in both written and spoken communication
- Proficient with AI tools, other productivity-enhancing AI applications
- Fully committed to this role — no side jobs, freelance work, or other professional commitments
- Experience with macOS is required
Please do not apply if you do not meet the non-negotiable requirements listed above. Only qualified candidates will be considered.
Success Metrics:
- Clients feel informed, supported, and confident in their finances thanks to clear, consistent communication and weekly updates
- Tasks and deadlines are managed independently and on schedule, contributing to smooth onboarding, strong client retention, and high satisfaction
- The RP should proactively identify and communicate process improvements that enhance client experience and internal efficiency
Work Environment Requirements:
- Quiet, professional workspace with high-speed internet access
- Background noise from children, dogs, or other sources is unacceptable during work hours
- Secure workspace for handling sensitive information
Benefits:
- Private Life and Accident Insurance + Telemedicine
- Reimburse up to P400/month of your PhilHealth voluntary contribution
- 2x a year mental health counseling session with a board-certified counselor or therapist
- 1x a year financial health planning with a certified financial planner
- Monthly upskilling and personal development seminars
- Legal and paperwork assistance for visas, loans, etc.
- Birthday gift, in behalf of your company
- Christmas gift, in behalf of your company
- Bereavement Assistance
- Other company-wide events and contractors engagement activities
- Work from home set-up
- 10 Paid Time Offs
- Paid US Holidays
No To Freelancers
WE DON’T CONTRACT “FREELANCERS”. We only hire people who want a long term, stable job and role with a growth-focused company. We don’t tolerate moonlighting, cheating on hours, or lack of respect for confidentiality and intellectual property. We are backed by a strong HR and legal team for this. You are honestly paid for the work you came here to do. If you want to be a freelancer and want a “gig” or a “for now” thing, we advise you use freelancer platforms like Upwork. That said, we pour a lot of love and growth into our team members, and we don’t want that to go to waste.
If you meet the qualifications and are interested, kindly complete the form provided below:
