Ecommerce Customer Protection Specialist

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Part Time

: SALARY

6$ per hour

: HOURS PER WEEK

30

: DATE UPDATED

Jun 15, 2026

JOB OVERVIEW

Customer Retention, Risk & Reputation Specialist

About the Role

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 protect customer relationships, reduce disputes, and safeguard the reputation of our brands.

This role focuses heavily on preventing unnecessary refunds, chargebacks, and negative reviews while ensuring customer issues are resolved quickly and professionally.

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

Main Responsibilities

Customer Retention & Support

-Respond to customer emails and inquiries
-Handle shipping and order-related questions
-Follow up with customers regarding ongoing issues
-Help resolve customer concerns before they become disputes or refund requests
-Support a positive customer experience throughout the order journey

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

Customer Satisfaction Tracking

-Maintain customer service tracking sheets
-Track dispute cases and resolutions
-Monitor recurring complaints and refund requests
-Identify patterns that negatively impact customer satisfaction
-Help improve the overall customer experience

Operational Coordination

-Communicate with suppliers when customer issues require follow-up
-Resolve issues related to delayed shipments, inventory shortages, or fulfillment errors
-Follow up to ensure customer problems are resolved correctly
-Help ensure tracking information is added accurately in Shopify

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
-Experience handling PayPal disputes
-Experience with Trustpilot
-Shopify customer support experience

Salary

-$6 per hour
-Long-term remote role
-Opportunity to grow into a larger customer 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 customers”

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 — Customer Retention

A customer contacts support requesting a refund because their order has not arrived yet.

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

Explain:

-How you would communicate with the customer
-What steps you would take to retain the customer
-When you would offer a refund, replacement, or alternative solution
-How you would help prevent the situation from escalating into a dispute or negative review

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.

SKILL REQUIREMENT

Customer Support

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Ecommerce Customer Protection Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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