E-commerce Customer Support Specialist (Refunds, Order Tracking & Disputes)

About us
We're a fast-growing US e-commerce store selling home and outdoor products. Most of our customers are US homeowners aged 55+. We need one dependable person to own customer support from end to end.

Schedule: Full-time, 40 hrs/week. Two daily support windows covering US Pacific mornings and evenings (Philippine night/early morning). Some weekends.
Pay: $2.40/hr (about $480/month) + performance bonus for fast response times and low disputes.

What you'll do every day

• Answer customer email s (Outlook) and live chat twice a day, in the morning and evening US Pacific time.
• Before every reply, look up the customer's order (payment, shipment/tracking, refund status) and send the right response: not shipped yet, shipped (send tracking), delivered and wants to return, wrong/missing item, or already refunded.
• Process refunds the first time a customer asks, and send the confirmation in the same sitting.
• Handle "where is my order" questions with real tracking info (FedEx, UPS, USPS, Amazon and other carriers).
• Handle wrong-item and "not as described" complaints: ask for photos, then arrange a replacement or refund.
• Respond to payment disputes and platform resolution cases before their deadlines.
• Merge duplicate threads so each customer gets one clear answer.
• Keep a simple daily log in Google Sheets: tickets answered, refunds, disputes, open issues.
• Flag angry or threatening customers to the owner the same day.

Must have

• 2+ years of e-commerce customer support (Shopify store, dropshipping or Amazon seller support)
• Hands-on experience with refunds, returns, order tracking and chargebacks/disputes
• Excellent written English: warm, clear and patient. Many of our customers are older and not very tech-savvy.
• Comfortable with Google Sheets, Outlook/Gmail and learning new dashboards quickly
• Reliable internet with a backup, a quiet workspace, and able to work US-hours shifts

Nice to have

• Gorgias, Zendesk, Freshdesk or Re:amaze
• AutoDS, DSers, AliExpress or CJ Dropshipping
• PayPal or Stripe dispute handling
• BPO background with older or US customers

How to apply (we skip applications that don't follow these steps)
1. Start your application with the phrase "Customer First" so we know you read this.
2. In 2-3 sentences: what's the hardest customer situation you've handled, and how did you fix it?
3. Reply to this customer as if you worked for us: "I ordered 3 weeks ago and still have nothing. I asked for a refund last week and nobody answered. I'm calling my bank tomorrow."
4. Include your OLJ English test result and your available hours (in US Pacific time).

Shortlisted applicants will do a short paid test (answer 3 real tickets) and a 15-minute video call with our team.