Customer Service E-commerce (Fluent English, Weekend Availability Required)

Are YOU an experienced customer service representative who can read the emotion behind a two-line email and respond like a real, warm, thinking human being — not a copy-pasted bot reply? Can you handle a chargeback dispute on a digital product and actually have a shot at winning it, knowing exactly what evidence matters when there's no tracking number or delivery signature to show? If you answered an enthusiastic "YES" to both questions above, KEEP READING.
We run multiple international companies in the ecommerce and digital education space, including a growing catalog of craft and DIY digital products, selling primarily to English-speaking customers in the US, UK, EU and Australia. We're looking for a Customer Service Representative to join our support team and take full ownership of the post-purchase customer experience.
We need someone to take responsibility for:
Inbox Ownership: Handling our daily support inbox end-to-end — order access issues, missing downloads, billing questions, refund requests, and general product questions — as the friendly, reliable human voice of the brand.
Retention-First Problem Solving: Before ever processing a refund, identifying and offering the right retention or bonus-bundle offer per our SOP. A refund is always the last resort, not the first move.
Chargeback & Dispute Defense: Responding to chargebacks and payment disputes on digital products with the right evidence (delivery confirmation, access logs, communication history, terms accepted at checkout) — you understand this is a different game than physical-product disputes, and you know a genuinely high win-rate claim doesn't exist in this space.
Template Adaptation, Not Scripting: We provide a complete SOP with email templates for every common scenario. Your job is to use them as a base and adapt the tone naturally to each customer — never robotic, never obviously AI-generated or copy-pasted.
Escalation Judgment: Knowing exactly when a situation (legal threat, unusual request outside our templates, a case that just doesn't smell right) needs to be flagged to us instead of improvised.
Daily Reporting: Keeping a simple log of ticket volume and any recurring issues you notice, so we can fix problems at the source.
Position Requirements:
At least 2 years of specific customer service experience for digital products — not physical/shipping-based ecommerce. You must know the practical difference between a refund and a chargeback, and have direct experience responding to disputes where a tracking number isn't an option.
Fluent English, 9/10 or above: natural, native-sounding phrasing — not translated-sounding sentences. As part of the application, you'll be asked to record a short 60-second video or voice response to a question you haven't seen in advance. This isn't optional — written answers alone won't be considered.
A real thinking mind, not an AI-generated response: we will read your written answers closely, and generic, overly polished, ChatGPT-flavored replies will be filtered out immediately. We want your judgment, not a prompt's.
Comfortable with our tools: Google Drive (sharing, permissions, troubleshooting access errors), PDF delivery, and a shared support inbox/helpdesk.
Availability & Commitment: This role requires coverage 7 days a week, including Saturday and Sunday — no exceptions, no "9-to-5, Monday-Friday" mentality. Minimum 3 hours/day, structured as short check-ins spread across your day (morning / afternoon / evening, your own local time zone). Please tell us honestly: how many other clients/hours are you currently working, and would you see this growing toward full-time with us in the coming weeks or months?
Obsessive Precision & Anti-Mediocrity: correct order numbers, correct links, zero copy-paste mistakes in a customer's name or order details. Mediocrity is not allowed in our team.
What We Offer:
A complete, ready-to-use Customer Service SOP with templates for every common scenario, plus clear escalation guidelines — you'll never be guessing.
A short, paid trial period before any long-term commitment.
Career Growth: real potential to become the lead/only customer service representative across our full catalog as it expands, with performance-based rate increases and a path toward full-time.
Screening Questions (Upwork):
Please write a 3-4 sentence sample reply to this customer message: "Hi, I purchased the ebook bundle two days ago but never received the download email. Can you help?"
Have you handled disputes/chargebacks on digital products before? If so, roughly what percentage have you been able to win, and what evidence/approach did you use? (Be honest — we're checking for real experience, not a number.)
What's your current workload with other clients (hours/week), and do you see yourself moving toward full-time with us in the coming weeks or months?
This role requires 7-day-a-week availability, minimum 3 hours/day split into short check-ins across your day — not Mon-Fri only, and not one continuous block. Please confirm you're comfortable with this on an ongoing basis, and share your proposed check-in times in your own time zone.
To Apply: Include the sample reply above directly in your application, along with a brief note on your relevant experience. Shortlisted candidates will be asked for a short 60-second video or voice response before moving forward.