Customer Support, Chargebacks & Trustpilot Specialist

About the Role

We operate multiple Shopify fashion ecommerce brands and are looking for a reliable Customer Support, Chargebacks & Trustpilot Specialist.

This role focuses on handling customer support, chargeback prevention, dispute management, and Trustpilot review management.

You will ensure that customer issues, disputes, refunds, and reviews are handled properly every day while helping identify recurring issues that impact the business.

This is a long-term remote role.

Work Schedule

Please read carefully.

This is NOT a traditional full-time role.

The schedule is:

Part-time during the week (typically 3–5 hours per day)
One full day on the weekend (typically 8–10 hours)

The exact workload depends on customer volume, disputes, and reviews.

Please only apply if you are comfortable with this schedule long-term.

Main Responsibilities :

Customer Support

-Respond to customer emails
-Help maintain Inbox Zero
-Handle shipping and order-related questions
-Follow up with customers regarding ongoing issues
-Send order confirmation and verification emails when needed

Chargebacks & Disputes :

-Monitor PayPal disputes and inquiries daily
-Monitor Shopify Payments chargebacks
-Prepare evidence and submit responses
-Contact customers when appropriate
-Maintain dispute tracking sheets
-Help reduce disputes and unnecessary refunds over time

Trustpilot Management :

-Monitor Trustpilot reviews daily
-Respond professionally to reviews
-Contact dissatisfied customers
-Work toward resolving issues and updating reviews
-Help protect the reputation of our brands

Reporting & Tracking :

-Maintain dispute trackers
-Maintain Trustpilot trackers
-Submit weekly reports
-Identify recurring customer issues
-Track root causes behind disputes, refunds, and complaints

Requirements :

-Shopify experience
-Customer support experience
-Strong written English
-Strong attention to detail
-Organized and reliable
-Comfortable working with Google Sheets

Strong Bonus :

-Experience with PayPal disputes
-Experience with Shopify chargebacks
-Experience with Trustpilot
-Fashion ecommerce experience
-Dropshipping experience

Compensation :

-$6/hour
-Long-term position
-Opportunity to take on additional responsibilities over time

HOW TO APPLY

Please follow the instructions carefully.

1.Change your application subject to:

"Customer Protection"

2.Write a quick written introduction on why you would be a good fit for this role.

3.Record a Loom video (3–5 minutes)

In your Loom, answer the following:

Scenario 1 — PayPal Dispute

A customer opens a PayPal dispute claiming they never received their order.

Tracking shows the package is still in transit and expected to arrive within a few days.

How would you handle this situation?

Scenario 2 — Negative Review

A customer leaves a 1-star Trustpilot review saying:

"This company is a scam. My order is late and nobody is helping me."

How would you handle this situation?

Scenario 3 — Performance Tracking

Imagine you have been working in this role for several months.

What metrics would you track to measure your performance and identify recurring issues?

Applications without a Loom video will not be reviewed.