E-commerce Customer Support Agent
KittySpout
E-commerce Customer Support Agent
KittySpout
Direct-to-consumer pet water fountains with filters
KittySpout · Manila, Philippines (Remote) · Contract · Posted 2026-09-11
Salary: USD 10,080–17,270
Workplace: remote
Department: Customer Support
KittySpout is looking for experienced Customer Support Agents to join our team on an hourly contract basis — starting within the next 1–4 days!
We're working through a high volume of tickets and need proven, fast, experienced agents who can jump in immediately with minimal ramp-up. You'll manage customer interactions across Email, and turn frustrated customers into brand advocates with fast, empathetic, effective solutions.
To be clear upfront: this is hourly contract work, 30–40+ hours per week for the next several weeks. If you perform at a high level, there is a real opportunity to convert into a permanent full-time position on the team.
We're looking for someone with 3+ years of high-volume e-commerce support experience, excellent English, and hands-on experience with subscription-related tickets (cancellations, saves, refunds, failed payments). The ideal candidate has worked at DTC brands, understands first-contact resolution, and can handle heavy volume without sacrificing quality or brand voice. Speed is the single most important trait for this role.
Who are we?
KittySpout is a premium DTC brand selling stainless steel cat water fountains, filters, and accessories. We sell across Shopify, Amazon, and Chewy, and we're one of the fastest-growing brands in the pet space in 2026. We recently launched DoggySpout, expanding into an entirely new vertical and customer base. We're lean, we move fast, and every person on this team has a massive impact on the business.
What is our culture like & who is a good fit?
Culture-fit is our #1 factor when hiring — even for contract roles.
We are a fast-moving, data-driven team with no corporate politics. Everyone is hands-on, and if something needs doing, you do it — regardless of whether it's "in your job description." We value speed, ownership, and people who overdeliver without being asked. This is not a 9–5 corporate role, and this role in particular exists because we're in a high-volume period: we need someone who sees a full queue as a challenge to beat, not a reason to stress.
The right person for this role is fast, self-directed, and reliable. You'll get clear policies, macros, training and a well-organized helpdesk — and then we'll trust you to run your queue without hand-holding. You won't be micromanaged, and you won't be waiting around for approvals. Support is the voice of our brand, and we treat great agents accordingly: your CSAT and resolution numbers get seen, and strong performance here is the direct path to a permanent full-time seat on the team.
Our core values: Work Smart. Overdeliver. Speed is King. Better Every Day.
Key Objectives
Fully remote.
Available to start within 1–4 days and commit 30–40+ hours per week for the next several weeks.
KPIs You Will Own
This Role Is Not For You If
How Our Hiring Works & How We Operate
We are moving extremely fast on this role. The process: submit the application, and if you're a strong fit we'll reach out within 24 hours for a single interview covering technical skills (mock tickets) and culture fit. We aim to have you onboarded and working tickets within 1–4 days of applying. We pride ourselves on timely responses — we won't leave you hanging.
Once you start, we'll define your KPIs and targets together, so there's zero ambiguity about whether you're doing a good job.
Compensation
USD $7–$9 per hour, based on experience and expertise. 30–40+ hours per week to start. Top performers have the opportunity to convert to a permanent full-time role.
Powered by Workable
Direct-to-consumer pet water fountains with filters
KittySpout sells direct-to-consumer pet hydration products, offering water fountains for cats and dogs (KittySpout and DoggySpout). The fountains provide a continuous flow of fresh, filtered water using 304 stainless steel and come in wired or cordless models for placement flexibility, with quiet operation. Water passes through a multi-layer carbon filtration system, and filters are available on a subscription every two to four weeks. The brand differentiates itself with hygiene and durability, veterinary-approved testing, a Shopify Plus platform, recurring filter subscriptions, and a social mission that donates part of each order to cat shelters and charities, all aimed at improving pets’ health and happiness while growing a scalable business.
Explore more opportunities at KittySpout