Customer Happiness Team Member - Freelance Friend (6 months)

Not all heroes wear capes — but plenty of them use toilet paper Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion! Funny name, serious business We are a leading eco-friendly household essentials business and we donate 50% of our profits to help everyone gain access to clean water and a toilet. As of June 2024, we’ve contributed over $18 million AUD to this mission. Basically, we’re really good at making it easy to do good. We operate scaling businesses the UK, US, Australia and Canada. Our amazing team is based in Australia, the UK, the Philippines, China, and the US. Our 250+ people aim to make the biggest possible impact for people and the planet. Over the next 5-10 years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

A bit about the role As a Customer Happiness Team Member, you are the voice and heart of our brand. You won't be reading off rigid, robotic scripts or relying on standard macro templates; instead, you’ll deliver personalised, empathetic, and human experiences that leave our customers feeling genuinely delighted. You will take full ownership of candidate and customer interactions—from subscription management and delivery queries to multi-channel social media DMs—turning everyday support into long-term brand loyalty. This is a freelance 6-month contract (September 2026 to February 2027), remote position designed to give us the agility to support our global community when they need us most. Plus, depending on business needs and your performance, there is a chance to be absorbed into our permanent Customer Happiness Freelance Friends lineup! Work Details & Compensation Let's talk about what your work-life here will look like! You will earn ₱280 an hour, typically clocking in about 80 hours a month with a baseline commitment of at least 20 hours per week and the flexibility to scale up to 40 hours a week (8 hours per day) during high-volume ticket periods and holiday seasons. Your shifts will fall anytime between 5am and 10pm. Weekend and holiday availability is an absolute must for this role. This position is explicitly built to provide essential coverage on the days our full-time team is offline to ensure our customers are supported 365 days a year. You’ll be required to work and extend to full 8-hour days during our company event on October 12–16 (which can extend into the week of October 19) and our Holiday Break from December 14 (or earlier) through January 8 (which may extend depending on mailbox status).

If you worked here this past month here are some things you might have been involved in

• Delivering human-first resolutions: Executed high-quality, personalized support across email and social media DMs, taking end-to-end ownership to resolve product issues, delivery updates, and subscription needs.

• Advocating for the customer experience: Identified recurring product issues and system roadblocks during ticket handling, proactively sharing actionable feedback and operational insights with leadership.

• Collaborating across tools: Actively engaged in team discussions on Monday.com and Slack, sharing best practices and contributing to a positive, solution-focused team culture.

• Uncovering root causes: Used curiosity and sharp active listening to read between the lines of customer inquiries, validating concerns and solving root issues on the first attempt.

Let’s talk about you You’re an empathetic problem-solver and active listener You take the time to truly read interactions, understand customer tone, and validate concerns before jumping to solutions. You don't rely on cookie-cutter templates—you take pride in crafting thoughtful, personalized responses while maintaining high resolution quality and response speed. You’re a curious collaborator who thrives on feedback You possess strong self-awareness, manage your personal energy effectively, and proactively seek performance feedback from peers and leaders to continuously grow. When you notice process friction or operational updates, you ask clarifying questions, share ideas in your 1:1s, and help make our operations smoother for everyone. You give a crap Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

Why should you work with us? First off, as a certified B Corp™, we work to make a difference every day while maintaining the high standards of social and environmental impact. We’re in very good company with other exceptional B Corps around the world. We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right). Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (over 90%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that. Have you made it this far? If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.