E-commerce Dispute & Customer Protection Specialist (Shopify)

We operate and scale multiple fashion ecommerce dropshipping brands on Shopify, promoted organically on TikTok.

Our business is growing, and we are looking for someone reliable and structured who can help manage disputes, chargebacks, and customer reputation protection, while also coordinating operational issues with suppliers.

This role focuses heavily on protecting the business from payment disputes and negative reviews, while ensuring operational problems with suppliers are resolved quickly and correctly.

This is a hands-on operational role, not a strategy role.

Main Responsibilities

Disputes & Chargebacks

-Respond to PayPal or card disputes
-Prepare evidence and documentation
-Communicate with customers when needed
-Make decisions on refunds or replacements when appropriate
-Help reduce dispute rates over time

Trustpilot & Reputation

-Monitor Trustpilot reviews
-Respond professionally to negative reviews
-Help resolve customer complaints
-Work toward turning negative reviews into updated or removed reviews

Supplier Coordination

-Communicate with Chinese suppliers when operational problems affect customers
-Resolve issues related to wrong sizes, stock availability, or delays
-Follow up with suppliers to ensure orders are fulfilled correctly
-Make sure tracking numbers are added correctly in Shopify

Invoice Verification

-Request supplier invoices when needed
-Carefully verify invoices line by line
-Identify errors or inconsistencies
-Resolve discrepancies with suppliers

Operational Tracking

-Maintain operational Google Sheets
-Track dispute cases and resolutions
-Update daily finance tracking sheets when required

Requirements

-Experience handling customer complaints or disputes
-Experience in ecommerce operations or dropshipping
-Strong attention to detail
-Comfortable working with Google Sheets
-Strong written English
-Calm and professional when dealing with difficult situations

Bonus

-Fashion ecommerce experience

Salary

-$6 per hour
-Long-term remote role
-Opportunity to grow into a larger operations leadership role as we expand

HOW TO APPLY (PLEASE READ CAREFULLY)

To apply, please follow these steps:

1) Change your application subject to:
“I want to protect your operations D”

2) Short Written Introduction (4–6 sentences)

Briefly explain:

-Your ecommerce experience
-Your experience handling customer complaints or disputes

3) Send your CV

4) Send a Loom video (3–5 minutes)

In your Loom, please answer the following:

Scenario 1 — Supplier Problem

A supplier tells you after an order has been placed that the customer’s ordered size is not available.

Example:
The customer ordered Size S, but the supplier says the factory only has Chinese sizes from M to XXL.

Explain:

-How you would communicate with the supplier
-How you would handle the situation with the customer
-What steps you would take to prevent this problem from happening again
-What changes you would make to the product page or supplier process

Scenario 2 — Payment Dispute

A customer opens a payment dispute claiming they never received their order, but tracking shows the package is still in transit.

How would you handle this situation?

Explain:

-What steps you take
-What evidence you provide
-How you communicate with the payment processor

Scenario 3 — Trustpilot Review

A customer leaves a 1-star Trustpilot review saying their order is late and the brand is a scam.

Explain:

-How you would respond publicly
-How you would resolve the issue
-What steps you would take to encourage the customer to update or remove the review.

Applications that do not follow these instructions will not be reviewed.