Customer Happiness Representative (Freelance)

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 make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good.
With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of 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

We have a team of delightful, dedicated, and enthusiastic people across the Philippines and Australia, who do everything they can to make sure our customers have the best experience possible. 

Our customers mean the world to us, they’re dedicated to helping our business grow and supporting our mission. Every interaction with them is a chance to help them out and make them smile.

We’re looking for passionate individuals to join our Freelance Friend Crew, a team dedicated to providing exceptional customer service. In this 6-month engagement, you’ll be a vital support for our core team members, ensuring our customers consistently receive top-notch care. Your commitment will include weekend shifts and full 8-hour days during key company events like CX Fest and holiday breaks (more details on schedule and compensation can be found further down the ad!)

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

• Stayed Updated: You’ve actively participated in team meetings and Slack channels to stay informed, learn from colleagues and build connections. 
• Delighted Customers: Delivered exceptional service by responding to a variety of customer inquiries via email and chat, including website/technical issues, orders, tracking, and subscriptions.
• Mastered the Tools: You’ve gradually learned and mastered our tools, gaining confidence in finding answers and providing solutions.
• Driven regular one-on-one meetings with mentors to discuss strategies for improvement
• Stepped Up During Key Moments: Successfully managed operational demands during peak times or when core team members were unavailable. This ensured business continuity, customer responsiveness, and efficient achievement of our goals.

Let’s talk about you

This role is ideal for individuals who are passionate about exceeding customer expectations and delivering exceptional service. Strong written and verbal communication skills in English are essential, as is a genuine desire to make a positive impact on every interaction. Previous customer service experience is a plus, but a willingness to learn and a dedication to the customer experience are highly valued.

You love to solve problems
Life’s a mess sometimes, but you can be the hero who cleans it up! We need your creative troubleshooting skills to help unroll the best solutions for our customers.

You’re a confident and effective communicator
Clear, friendly, and empathetic communication with customers is what we strive for, and what you’re naturally good at. You’re also great at communicating with your team, including sharing best practices with colleagues and making it clear when you need extra support or training.

You’re an active listener! 

Our customers’ needs are constantly changing. We seek someone who actively listens to understand these shifts, proactively seeks clarification, and delivers solutions before problems arise. 

You’re tech-savvy!
Technology is your friend. You’re comfortable navigating through different tools at the same time. You’re excited to share your life-saving tools and might have come across our tech stack like Zendesk, Shopify, Guru and Monday.com. 

You’re a team player
It’s natural for you to work hard and contribute as part of a team, and you’re the first person to help out a teammate if they’re falling behind.

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!

Work Details & Compensation

Let’s talk about what your work life here might look like! This is a 6-month opportunity where you’ll be earning around ₱280 an hour, typically clocking in about 80 hours a month.

You’ll generally work 4-hour shifts anytime from 6 AM to 1 PM, with your usual workdays falling on either Thursday-Monday or Friday-Tuesday. Just so you know, weekend shifts are part of the deal, and we’ll also need you for full 8-hour days during company events (like CX Fest in October!) and holiday seasons (think December to January).

Our Process

Our interview process takes approximately 3-4 weeks and is entirely virtual. 

• Application
• Written Exercise- after submitting your application, we’ll send you a “Customer Communication” form for you to answer
• Welcome interview with the Talent Lead
• Deep Dive interview with our Head of Customer Happiness and DEX Manager
• Culture & Craft interview with the CHT Mentors

Why should you work with us?

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world.

When you join our freelance crew, you’re not just taking on a gig – you’re becoming part of a vibrant community of talented professionals who “give a crap” about making a real impact. Prepare to tap into a network of like-minded mavericks, where passion for excellence meets a zest for life.

Imagine spending your breaks connecting in our dedicated #who-gives-a-community Slack hangout, swapping stories, and sharing insights with fellow freelancers from across the globe. It’s a digital watering hole where you can let your hair down and revel in your shared love for your craft.
Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (98%) 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.