Customer Service Representative
Booth & Partners Philippines
This a Full Remote job, the offer is available from: Philippines
About Us:
Hackees Lacrosse is a fast-growing U.S. sporting goods brand built for lacrosse players. We’repassionate about designing gear that helps athletes put the fun back into sports—and delivering
the kind of customer experience that earns lifelong loyalty.
About the Role
We’re looking for a Customer Service Representative who is a fast learner, has great people
skills, is good at solving problems, and making things right for the customer when they don’t go
as expected. You’ll be the front line of communication with our customers, making sure their
experience with Hackees Lacrosse is smooth, positive, and aligned with our company’s mission.
You’ll handle everything from correcting shipping issues to product questions, as well as
processing warranty claims and returns—all of which will be done with empathy, clear
communication, and very fast email response times.
Key Responsibilities:
- Respond to all incoming customer support emails in a timely, helpful, and friendly
- Process refunds, replacements, and warranty claims via our Shopify platform
- Reach out to customers who leave less than a 4-star review to try to make them happy,
Resolve order issues, such as incorrect items, missing packages, or shipping delays
- Communicate with customers regarding delivery timelines, tracking numbers, and
- Liaise with UPS, FedEx, and other carriers to track or resolve shipment problems
- Provide clear, knowledgeable answers to customer questions about our products,
- Identify and pass along inquiries about bulk/team orders to our founders
- Serve as the primary point of contact with our warehouse staff for order-related
- Maintain a calm and professional tone with all customers—even when things get hectic
- Help improve internal processes based on customer feedback and recurring issues
- Provide weekly reporting to the Hackees team about customer service tickets
- 2+ years in a customer support or customer success role
- Empathy and patience when dealing with upset or confused customers
- Strong English speaking and written communication skills—clear, friendly, and confident
- Experience using Shopify, Gmail, and ideally shipping carrier platforms (UPS/FedEx)
- Highly organized and detail-oriented
- Comfortable working independently and managing your own inbox/workload
- Bonus: Experience in e-commerce, sporting goods, or a startup environment
- Bonus: Passion for sports
- Great Place to Work-Certified Company
- Premium HMO
- Holistic employee experience
- Work-from-home and hybrid work setup
- Rewards and incentives
- Monthly engagement activities
- Career advancement opportunities
- Paid referral program
This offer from "Booth & Partners" has been enriched by Jobgether.com and got a 72% flex score.
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