Customer Support Specialist

About the Role
We are hiring a detail-oriented Customer Support Specialist to provide exceptional service to our customers while managing critical backend operations. This role involves payment dispute resolution, order fulfillment support, and data management. If you excel at problem-solving, have strong attention to detail, and can handle multiple platforms simultaneously in a fast-paced e-commerce environment, this role is perfect for you.

What You’ll Do
- Work chargebacks in Shopify, Affirm, and PayPal by investigating disputes and providing documentation for resolution
- Assist with placing bulk book orders for redemption codes, coordinating with the warehouse for fulfillment
- Manage and resolve items in the invalid address queue through customer outreach and verification tools
- Process payment disputes by analyzing transaction records and communicating with payment processors
- Verify redemption code inventory availability and coordinate order processing timelines
- Research and update customer address information using multiple address verification systems
- Document all customer interactions and resolutions in CRM with detailed notes
- Generate reports on chargeback trends, resolution rates, and address queue performance metrics

What You’ll Bring
- 3+ years of Virtual Assistant experience (must-have)
- Customer service experience in e-commerce or retail (must-have)
- Experience with payment processing platforms like Shopify, PayPal, and Affirm (must-have)
- Strong written and verbal communication skills with keen attention to detail
- Proficiency in data entry and CRM systems with high accuracy
- Ability to multitask and thrive in a fast-paced environment
- Basic understanding of chargeback and dispute processes

Required Tools
- E-commerce Platforms: Shopify, order management systems (must-have)
- Payment Processing: PayPal, Affirm dispute portals (must-have)
- Communication: Email, phone system, CRM software (must-have)
- Data Management: Excel/Google Sheets, address verification tools (nice-to-have)

Why Join Us
- Starting at $8/hour+ (depending on experience), paid twice monthly
- Generous health allowance to support your well-being
- Profit-sharing opportunities as the company grows
- Access to exclusive upskilling and training in AI, operations, and leadership
- Monthly raffles and performance bonuses
- A tight-knit, supportive community and a dedicated Talent Success Manager to guide your journey

If this role sounds like a fit, drop me a message with your CV link.