Senior Customer Service Specialist

Senior Customer Service Specialist — Branded E-Commerce (UK/US Markets)

We are a fast-growing branded e-commerce company operating multiple Shopify stores across the UK, US, and other English-speaking markets. Our portfolio consists of several independent brands across different niches, and we are currently looking to hire multiple experienced Customer Service Specialists to strengthen and scale our customer service operations.

About the Role

In this position, you will be responsible for customer service operations for one or more of our brands. We will provide you with our existing knowledge base and SOPs built over several years, and we expect you to combine this with your own expertise to continuously improve performance, efficiency, and customer experience.

Your primary objective is to maintain a refund rate below 5% and minimize chargebacks as much as possible. Every interaction you handle directly impacts customer satisfaction, brand reputation, and business profitability.

You will also work closely with suppliers, logistics partners, and our dispute management team to ensure customer issues are resolved efficiently and professionally.

Top-performing agents will have the opportunity to take responsibility for multiple stores and brands as they demonstrate strong performance and reliability.

What You Will Be Doing

* Manage customer service operations for one or more Shopify brands
* Handle approximately 20 high-quality email tickets per hour
* Manage escalations including damaged items, delivery issues, refund disputes, chargeback threats, and incorrect orders
* Communicate with suppliers regarding delays, product quality concerns, and fulfillment issues
* Work closely with the dispute manager on chargeback cases and required documentation
* Liaise with shipping partners and last-mile carriers to resolve delivery problems
* Train and support junior customer service agents when required
* Improve and maintain SOPs, macros, templates, and workflows
* Provide daily and weekly performance reports to management
* Identify recurring issues and provide actionable feedback to improve customer experience and operational performance

What We Are Looking For

* Minimum 2+ years of customer service experience for branded Shopify stores generating at least $100,000+ per month in revenue (required)
* Proven ability to reduce refunds and chargebacks through strong communication and process management
* Strong experience with Shopify Admin (orders, refunds, fulfillment, customer data)
* Daily experience using Reamaze, Gorgias, Zendesk, or similar support platforms
* Understanding of shipping, fulfillment, and last-mile delivery processes
* Experience working with international suppliers
* Ability to handle approximately 20 well-written tickets per hour without compromising quality
* Excellent written and spoken English (near-native level)
* Strong de-escalation and problem-solving skills
* Independent worker who takes ownership without requiring constant supervision
* Customer-focused and empathetic communication style

### Preferred Qualifications

* Experience managing customer service for multiple brands simultaneously
* Experience with stores operating in the UK and US markets
* Experience in environments processing high ticket volumes while maintaining strong customer satisfaction metrics
* Proven track record of maintaining low refund rates and minimizing chargebacks in stores generating six-figure monthly revenue

Mindset We Value

* Solution-oriented: balances customer satisfaction with business objectives
* Data-driven: tracks KPIs and continuously seeks improvements
* Calm under pressure: handles difficult situations professionally
* Long-term thinker: understands the impact of every interaction on brand reputation
* Detail-oriented: prevents small issues from turning into refunds or chargebacks
* Proactive communicator: keeps teams informed and aligned

What We Offer

* Long-term collaboration with significant growth opportunities
* Competitive compensation based on experience
* Opportunity to grow from managing a single store to managing multiple brands
* Work with multiple fast-growing e-commerce brands across various niches
* Fully remote working environment
* Performance-based bonuses tied to refund rate and chargeback reduction
* Additional earning potential for agents who successfully manage multiple stores

Important

We are only looking for serious, long-term candidates with proven experience working for established branded e-commerce businesses. If you have only worked with beginner dropshipping stores, low-volume brands, or have no experience managing customer service for stores doing at least $100,000+ per month in revenue, this role is likely not the right fit.

Please indicate in your application whether you are interested in managing:

* One store
* Multiple stores

Agents who consistently perform at a high level will have the opportunity to take on additional brands and increase their responsibilities and compensation over time.

How to Apply

To apply, please complete the application form via the link below.

As part of the application process, you will be asked several questions regarding your experience, availability, and customer service approach. Please answer all questions honestly and in detail.

Application Form:
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Only candidates who complete the full application form will be considered.

If the link form don´t work, send us a message for the link.