E-Commerce Customer Service & Operations Assistant

I'm looking for an E-Commerce Customer Service & Operations Assistant

Location: Remote
Hours: Eastern Time Zone (US)
Rate: $3/hour

About Us
We are an e-commerce brand focused on helping businesses generate more Google reviews through NFC-powered products.

Position Overview
We’re looking for a Customer Service & Operations Assistant who will manage support tickets, monitor order fulfillment, handle chargebacks, and assist with social media and outreach efforts.
This role requires someone proactive, organized, and comfortable wearing multiple hats in a fast-paced e-commerce environment.

You will be responsible for keeping customer experience smooth and operations running cleanly behind the scenes.

Key Responsibilities
- Customer Support
- Respond to customer inquiries via email, chat, and social media
- Handle refunds, replacements, defective claims, shipping follow-ups
- Ensure customers receive timely and professional responses

Order & Fulfillment Management
- Review daily orders in Shopify
- Ensure orders are fulfilled on time via ShipRelay and 3PL
- Monitor tracking and resolve shipping delays

Chargeback Management
- Monitor Shopify chargebacks
- Prepare and submit evidence to respond to disputes
- Communicate with customers when necessary

Social Media & Outreach
- Respond to comments and DMs
- Assist with outreach for UGC (user-generated content) and product seeding campaigns if needed
- Identify potential leads when required

Process Improvement
- Maintain organized documentation in Google Drive
- Suggest workflow improvements and automation opportunities

Required Skills & Experience
- Strong written English communication
- Experience in eCommerce customer service
- Familiar with Shopify
- Experience using Gorgias, Zendesk, Richpanel, or similar support platforms
- Comfortable managing chargebacks and disputes
- Organized and detail-oriented
- Able to work independently with minimal supervision

You Are:
- Reliable and consistent
- Calm under pressure
- Proactive and solutions-focused
- Comfortable handling multiple responsibilities
- Accountable and transparent in communication

How to Apply
Please include:
- submit a short loom video introduction
- mention your previous eCommerce experience
- Tools you’ve used (Shopify, support platforms, fulfillment tools, etc.)
- Your internet speed
- A letter with short paragraph explaining how you handle difficult customers
- The word “Zappy” in your subject line