Senior Customer Service Representative

The Big Picture

The Senior Customer Service Representative plays a critical role in delivering the exceptional customer experience SwagUp is known for. As part of the Customer Experience (CX) team, this role is responsible for responding to customer inquiries, resolving order-related issues, and helping customers successfully navigate the SwagUp platform.

Senior Customer Service Representatives operate at the front lines of the customer journey, assisting clients via chat and email while proactively identifying and resolving issues before they escalate. This role requires strong communication skills, attention to detail, and the ability to investigate and diagnose operational issues using SwagUp’s internal tools.

Beyond ticket resolution, Senior Customer Service Representatives collaborate cross-functionally with Sales, Warehouse Operations, Logistics, and Sales Operations to ensure customers receive timely support and clear guidance. The role requires a strong understanding of the SwagUp customer dashboard, logistics workflows, and internal systems in order to diagnose problems and guide customers through solutions.

This position is based in Manila, working U.S. East Coast business hours, and reports to the CX Manager and Director of Customer Experience. The role offers the opportunity to grow into future leadership supervisor positions as the team expands.

The Day-to-Day

• Respond to customer inquiries through Intercom chat and email, providing clear, timely, and empathetic support while managing multiple interactions simultaneously
• Troubleshoot customer issues related to orders, shipments, redeem pages, swag shops, and inventory using the SwagUp customer dashboard
• Investigate order details and account history using Salesforce and internal systems to diagnose and resolve issues
• Help diagnose, resolve, and escalate customer inquiries and issues by phone. Currently this team’s focus is chat and email, but phone may be required in the future
• Maintain strong response and resolution times while delivering high-quality customer interactions
• Collaborate with the Logistics Manager to investigate and resolve stuck shipments or delivery issues
• Assist customers in understanding order status, shipment timelines, and operational processes, logging all interactions in the CRM platform.
• Follow established SOPs, resolution matrices, and escalation paths when handling customer issues
• Maintain awareness of customer trends, recurring issues, and opportunities to improve the customer experience
• Participate in cross-team collaboration with Sales, Logistics, Warehouse Operations, and Sales Operations to resolve operational challenges
• Contribute to continuous improvement by identifying opportunities to reduce friction and improve customer outcomes
• Other job duties and projects as assigned
• Identify similarities and differences between BDA and SwagUp processes, and seek opportunities for synergies
  
  

• Strong written and oral communication skills and the ability to provide clear, empathetic responses to customers. Fluent in english.
• Experience troubleshooting operational or order-related issues in a fast-paced support environment
• The ability to navigate multiple systems simultaneously while maintaining attention to detail
• A problem-solving mindset with the ability to investigate issues thoroughly before escalating
• Comfort working cross-functionally with internal teams to resolve customer issues
• Strong organizational skills and the ability to manage multiple customer conversations at once
• A customer-first mindset focused on creating positive experiences and building long-term trust
• The ability to remain calm and professional while handling challenging customer situations
• Curiosity and a willingness to learn complex systems and workflows
• Desire and inclination to lead by example
  
  

• 3–5 years of experience in customer support, customer experience, or a related role
• Experience supporting customers through chat and email-based platforms
• Familiarity with customer support platforms such as Intercom or similar
• Experience working with CRM systems such as Salesforce
• Experience supporting e-commerce, logistics, or operationally complex environments preferred
• Familiarity with workplace communication tools such as Slack and Microsoft Teams
• English language fluency and strong typing proficiency
  
  

• Average Initial Reply Time
• Average Reply Time
• Time to Close Tickets
• Average Touches per Ticket
• Customer Satisfaction (CSAT)
• Escalation Rate