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Senior Customer Service Specialist - (Remote PH) at HireHawk. Job Title: . Senior Customer Service Specialist. Location: . Remote 100%. Salary: . 1500 - 2000 USD (DOE) + performance bonuses.. Working hours: . 8am - 5pm PST. About the Role:. We’re seeking a seasoned . Senior Customer Service Specialist.  to join our customer support team—with the opportunity to grow into a . Team Lead.  role. This position is ideal for an experienced customer service professional who thrives in complex, multi-channel environments and is ready to take the next step in their career by mentoring others and driving process improvements.You’ll bring . 5+ years of customer service experience. , preferably with . 3 years in e-commerce. , and expertise in managing customer interactions via . email and social media platforms (Facebook, Instagram, Tiktok). .. Key Responsibilities:.  . Senior Specialist Support:. . Manage escalated and complex customer inquiries across . emails and social media platforms . with a focus on resolution, customer satisfaction, and efficiency.. . Process backoffice tasks such as refunds, returns, replacements, and order adjustments with high attention to detail.. . Support cross-functional collaboration to resolve customer pain points and improve workflows.. .  . Leadership Development & Team Support. . Mentor and support junior team members by sharing best practices and providing informal guidance.. . Assist in onboarding and training new team members as needed.. . Act as the first point of contact for escalations from the team when the supervisor is unavailable.. .  . Process & Performance Optimization. . Identify trends in customer inquiries to recommend process enhancements.. . Support the implementation of new tools or workflows that improve team efficiency.. . Contribute to updating the knowledge base and internal documentation for streamlined operations. .  . Metrics & Reporting. . Monitor personal and team KPIs such as response time, resolution rate, and CSAT.. . Provide feedback on recurring customer issues and suggest improvements.. . Requirements:. Experience:. . 5+ years of customer service experience, with at least 3 years working for e-commerce brands.. . Solid background handling multi-channel support (emails and social media platforms).. . Experience assisting or stepping into leadership responsibilities (preferred).. . Skills:. . Advanced written and verbal communication skills.. . Strong problem-solving and conflict resolution abilities.. . Background in the beauty industry or makeup application is a huge plus!. . Proficiency in customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) and social media management tools.. . Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce.. . Mindset:. . Leadership potential with a proactive and collaborative approach.. . Adaptability in a fast-paced, high-volume environment.. . Detail-oriented, organized, and able to manage multiple priorities effectively. . Company Location: Philippines.