Case Manager — Order & Customer Exceptions (Night Shift ET)

Cowhides Direct sells one-of-a-kind cowhide rugs to customers in the United States. Every hide is photographed in our Florida studio. The hide in the photo is the hide that ships. No stock shots. No swaps. In business since 1998. We own the warehouse in Palm Beach Gardens. We answer the phone.

This is a case desk, not a ticket factory.

We are hiring one Case Manager for order and customer exceptions on our US daytime / Philippines night seat. You will still work phone, email, and chat every shift. Automation and our chat assistant already clear a lot of routine questions. What is left is the file that does not close itself: conflicting tracking stories, address and billing edge cases, return-to-sender, missing gifts, “is this the exact hide,” angry follow-ups where the bot already apologized twice.

If you have closed messy cases in claims, billing ops, banking ops, fraud review, returns, dispatch, QA, or senior support — and you are willing to pick up the phone — keep reading. If your last job was reading a script and escalating to a team lead, stop here.

PAY
$1,300–$1,600 USD per month · full-time · 40 hours · long-term

THE SHIFT (read twice)
• 9:00am–5:00pm Eastern Time / 9:00pm5:00am Philippines
Eight-hour shifts. Weekends as assigned. Night shift covering US daytime.
Daytime Philippines hours = wrong post.
Attendance tracked (Insightful). Cameras on for training gates.
• First seven calendar days are paid training, earned only by completing every scheduled 8-hour shift. Miss or leave early without notice before the shift starts, and the engagement ends that day.

WHAT “CASE MANAGER” MEANS HERE
• Open the case before you speak: history, order state (fulfilled vs unfulfilled), what the bot already did, what she was promised.
• Dig. Do not guess. Do not invent a carrier story. Do not promise what the order cannot do.
Close it on that contact when it is yours. Escalate only with a clear ask never a dump.
Same exception twice → you write the checklist or SOP so the next person (and later the bot) does not recreate it.
• Notes the next person can pick up cold: goal, promise, deadline.
English we can send unedited. Short. Specific. No filler.

WHO THIS IS FOR
• You have owned messy cases end-to-end (claims, billing/order ops, fraud, returns, dispatch, QA, or senior CX).
• You can describe what you opened first, what the root cause was, what you did, and what you changed afterward.
• You have built or owned a process other people still use.
• You are not above phone work. This seat is player, not pure manager.
• Quiet room, real computer, stable internet, backup power or backup internet. Speed-test screenshot ready.
• You can commit to THIS shift. I can start whenever” is a no. No overlapping full-time job on the same hours.

WHO THIS IS NOT FOR
Warm-body BPO / script / AHT heroes
People who only want to supervise and will not take cases
• AI or template applications
• Part-time-only profiles vs an 8-hour tracked night seat

HOW TO APPLY
Skip any item and the application is closed unread.

1) First word: LANTERN
Then why THIS night shift works for your life right now (not “I am available”).

2) Case you closed: One messy order or customer exception you personally finished. What did you open first? Root cause? What did you do? What did you change so it would not repeat? Tools/systems by name help.

3) System you owned: One SOP, tracker, QA step, or handoff other people still used. What improved?

4) In the last 24 months, how many shifts or meetings did you miss with zero notice beforehand? What happened?

Attach: speed-test screenshot · backup power and/or backup internet · resume link hours you can work in Philippines time.

If you cannot do 9:00pm–5:00am Philippines, do not apply.

One long-term seat. We would rather wait than hire another warm body.

Jason H
Cowhides Direct