CUSTOMER SUPPORT WITH KLARNA/PAYPAL DISPUTE EXPERIENCE

Hey there,
My team and I are looking for a new tea ---------- mber to join our amazing 6-figure eCommerce dropshipping business team.
Currently we are in need of someone that is responsible for the most important task of this business, customer support, so we keep our customers happy. For now it is a part-time role, but as the business grows, so can your role.
It's essential that you are experienced with eCommerce/dropshipping, customer support, Klarna & Paypal disputes.
You will do your research on the web and create a perfect customer support blueprint together with the CEO and the CS Manager.
Please read the 4R model template that is attached to this job post for all the information that we expect, such as Role, Responsibilities, Results and Requirements.

CUSTOMER SUPPORT
Department: CUSTOMER SUPPORT
Reports To: CS Manager

ROLE:
As a Customer Support Expert, you are the first point of contact for customers and ensure a seamless, professional, and supportive experience. You provide clear communication, solve problems efficiently, and contribute to customer satisfaction and retention. You act as the bridge between customers, internal teams, and management.

RESPONSIBILITIES
Responding to customer inquiries via email, chat, and phone in a professional and empathetic manner.
Keep track of Supplier Shipping times and keep track of timely deliveries.
Making sure customer data is correct and complete for fulfillment
Handling complaints and returns according to company policies.
Collaborating closely with the Customer Support Manager to improve customer experience and processes.
Documenting recurring customer issues and providing feedback for product and process improvements.


RESULTS:
90%+ of customer inquiries answered within SLA (24h or company standard).
Get Klarna & Paypal disputes resolves quickly.
Achieve and maintain high customer satisfaction ratings (CSAT).
Maintain consistent quality across all customer interactions.
Provide valuable input to improve workflows, tools, and customer experience.


REQUIREMENTS:
Fluent in spoken and written English; additional languages are a plus.
Proven experience in Customer Support and/or eCommerce.
Proven experience with Klarna & Paypal Disputes.
Proficiency with Shopify (staff account level).
Strong problem-solving skills and customer-oriented mindset.
Ability to work independently, manage time effectively, and meet deadlines.
Reliable internet connection and suitable equipment (PC/laptop, smartphone).