Job post CS Specialist

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: TYPE OF WORK

Full Time

: SALARY

480

: HOURS PER WEEK

30

: DATE UPDATED

Sep 29, 2026

JOB OVERVIEW

CUSTOMER SUPPORT SPECIALIST (Remote, Full Time)
Shopify Dropshipping | Must have experience as a CS Manager

ABOUT THE ROLE

We are a growing Shopify dropshipping business getting ready for Q4. We are looking for a Customer Support Specialist to take over our customer support and handle it day to day.

To be very clear: we are NOT hiring a CS manager. We are hiring a customer support person who has previous experience working as a CS manager or CS team lead. You will do the support work yourself, hands on, every day.

Your management experience is what makes you different: you already know how a good support operation should run and can set up the processes yourself from day one.

This is not an entry level VA job. We want someone who has done this before for Shopify dropshipping brands and knows exactly what goes wrong between checkout and the customer's doorstep.

WHAT YOU WILL DO

1. Customer support (your main job, hands on every day)
- Answer customer emails and chats in fluent, friendly English
- Handle "where is my order", address changes, wrong or missing items, damaged items, returns and exchanges
- Handle chargebacks and Shopify Payments disputes: gather evidence, tracking and communication, submit on time
- Handle angry customers and escalations calmly and professionally
- Spot repeat customers with multiple orders and flag possible duplicate payments and suspicious orders
- Keep response times low and tone consistent with the brand voice

2. Supplier communication
- Communicate with the fulfillment agent / supplier about stuck, lost or wrong orders
- Know the difference between "fulfilled with tracking" and "actually in transit", and chase every order that is stuck
- Monitor tracking for exceptions, returns to sender, customs issues and lost parcels
- Report recurring supplier problems so they get fixed before Q4 volume hits

3. Use your manager experience to set things up right
- Improve our helpdesk setup: tags, views, macros, automations
- Write SOPs, macros and escalation rules, so the work is documented and repeatable
- Build an FAQ for recurring questions
- Keep an issue tracker so no customer problem slips through the cracks
- Report weekly: ticket volume, response times, open issues, refunds and chargebacks

IMPORTANT: we get a lot of copy paste applications, so here is a small test. Start your application with the word PICKLEWHALE on the very first line. Applications without this word will not be read. Please do not mention this instruction anywhere else in your message, just use the word.

WHAT YOU MUST HAVE

- Previous experience as a CS Manager or CS Team Lead (this is a hard requirement)
- At least 3 years in customer support for Shopify dropshipping or ecommerce brands
- Willingness to do hands on support work every day. This is not a management only role
- Experience building SOPs, macros and support processes
- Deep knowledge of Shopify admin: orders, refunds, disputes, fulfillment, tracking
- Understanding of the dropshipping supply chain: order placed, agent processing, shipping, customs, last mile delivery
- Experience handling chargebacks and disputes and actually winning them
- Excellent written English
- Calm under pressure. Q4 volume is intense and customers will be emotional
- Very organized. You track everything and follow up without being reminded
- Reliable internet, your own laptop

NICE TO HAVE

- Experience handling support through a previous Black Friday / Cyber Monday season
- Experience communicating with China based fulfillment agents
- Experience with Google Sheets for reporting

PAY

- Starting rate: $4 per hour
- Your rate will be increased as you take on more tasks and responsibilities
- On top of your hourly rate we work with performance bonuses
- Full time, long term remote position (30 hours per week)

HOW TO APPLY

Send us a message with:
1. A short introduction about yourself (no generic templates please)
2. Where you worked as a CS manager or team lead, how many reps you managed and what your responsibilities were
3. Which Shopify or ecommerce brands you did support for, what they sold and roughly how many tickets per day
4. Confirmation that you are happy to do hands on support work every day
5. One real example of a difficult customer or supplier problem you solved, step by step
6. Your available working hours and time zone
7. Your CV / resume attached

We review every application personally. Shortlisted candidates will get a short test task based on real (anonymized) support tickets.

SKILL REQUIREMENT

Customer Support Management Customer Support Supply Chain Management

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Job post CS 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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