Customer Support Specialist - Digital Experience

About Who Gives A Crap: Who Gives A Crap is a premier, hyper-growth certified B Corp™, sustainable consumer retail innovator, and environmental impact collective on an absolute mission to ensure everyone in the world has access to clean water and proper sanitation infrastructure. By crafting beautiful, eco-friendly consumer products and donating 50% of all corporate profits straight to global sanitation projects, the enterprise has contributed over $18 million AUD ($12.5 million USD) to fund sanitation developments worldwide. Composed of a highly passionate, globally distributed team of 200+ changemakers across Australia, the Philippines, China, the US, and Europe, the organization unifies data-backed digital tools with a joyful brand voice to scale its planetary impact tenfold.

Position Overview

We are seeking a highly analytical, tech-savvy Customer Support Specialist - Digital Experience to join our core global Growth division in a full-time remote capacity within Manila, Philippines. Shifting completely away from traditional, entry-level frontline support answering standard loops, you will act as the principal engine room for digital customer experience (CX) innovation. Sitting at the active intersection of customer support, system optimization, and low-code cloud automation, you will assist our DX lead in configuring, re-engineering, and maintaining our core support stack. This role demands a curious, self-directed builder who can spot service friction points, analyze platform bottlenecks, and deploy automated, AI-driven workflows that make the client and agent journey exceptionally smooth and scalable.

Key Responsibilities

• Digital Customer Journey Optimization: Map, evaluate, and optimize end-to-end digital customer journeys, eliminating processing friction to guarantee seamless customer interactions and agent efficiencies.
• Zendesk Architecture Configuration: Deep-dive into technical setups, trigger conditions, and macro definitions natively inside the Zendesk customer service environment to re-engineer operational bottlenecks.
• Low-Code Process Automation: Architect, implement, and maintain multi-tier integration paths, cloud webhooks, and automated background sync tasks leveraging Zapier routing layers.
• AI-Forward CX Instrumentation: Critical-test, deploy, and govern next-generation artificial intelligence support applications and automated bots to streamline client resolution velocities.
• Data-Backed Experimentation: Construct data-driven cases for new customer-facing automations, executing pilot features, and measuring success metrics against core CX structural priorities.
• SaaS Integration Management: Coordinate cross-stack configurations and operational features across Shopify enterprise storefront logs, customer history modules, and payment gateways.
• Strategic Roadmap Contribution: Partner cross-functionally alongside internal tech leads and growth squads, tracking emerging digital CX patterns to continually challenge and upgrade our underlying infrastructure.

Required Skills & Qualifications

• Proven professional background running technical customer service infrastructure, digital operations analysis, customer success alignment, or helpdesk platform engineering.
• Hands-on operational experience managing, configuring, and optimizing workflows natively inside the Zendesk workspace environment.
• Practical, demonstrated workspace literacy writing data integrations or automation triggers using low-code tools like Zapier.
• Technical familiarity navigating e-commerce administrative platforms, with direct operational experience tracking consumer parameters in Shopify.
• Analytical problem-solving mindset, highlighting a clear history using product performance data and user metrics to influence organizational stakeholders.
• Outstanding verbal and written communication mechanics, with an absolute capacity to combine analytical storytelling with technical infrastructure execution.
• Location Context: Full-time remote parameters open exclusively to qualified digital experience and customer support specialists based permanently within Manila, Philippines.

Preferred Strategic Indicators (Nice to Have)

• Prior experience operating in a technical support capacity for a fast-growing consumer goods (D2C) brand, sustainable e-commerce company, or technology startup.
• Practical experience configuring automated chat triggers, multi-tiered routing logics, interactive response engines, or customer feedback analytics software (like Culture Amp).
• Familiarity with database structures, customer segmentation spreadsheets, or digital lifecycle tracking models.

What We Offer

• The exceptional professional canvas to directly configure, program, and expand the automation systems driving a world-class, purpose-led B Corp.
• Highly attractive and market-informed baseline salaries calibrated transparently to reward your individual technology application expertise.
• Profound work-from-home remote parameters offering comprehensive lifestyle autonomy, flexible hours, and zero physical office commute friction inside Manila.
• Comprehensive health benefits package, including robust and meaningful medical insurance support tailored carefully for our global teams.
• Generous paid leave frameworks, tailored professional learning and development tracks, and a continuous supply of free premium toilet paper at your doorstep.