E-commerce Customer Support & Disputes Manager

Job Title: E-commerce Customer Support & Disputes Manager
Job Type: Part-time (4 hours per week)
Location: Remote
Compensation: $64/ month

About Us
We are a growing e-commerce company specializing in beauty and health products, actively selling in Germany and Austria. Our mission is to provide excellent customer service while keeping refunds and chargebacks to a minimum.

Job Overview
We are looking for a Customer Support & Disputes Manager to handle customer inquiries and manage payment disputes efficiently. This role is essential to maintaining customer satisfaction while protecting the company from unnecessary refunds and chargebacks. Currently, the position requires 4 hours per week, but as we grow, it has the potential to become a full-time role.

Key Responsibilities

Customer Support
- Respond to customer emails professionally and in a friendly manner
- Communicate company policies and guidelines clearly
- Offer solutions to appease customers and reduce refund requests
- Process refunds only when necessary, following company policies

Dispute Management
- Handle PayPal and Stripe disputes by providing evidence and fighting claims
- Work towards maintaining a low chargeback rate

Other Duties
- Communication with our Suppliers for Order details, POS, refund requests and more
- Use AI tools like ChatGPT to translate English responses into local languages (primarily German)
- Maintain accurate records of customer interactions and disputes
- Collaborate with the team to improve support processes

Requirements
- Excellent English skills (both written and spoken)
- Experience with Shopify and dropshipping is a plus
- Strong problem-solving skills and the ability to handle customer complaints
- Detail-oriented and organized
- Willingness to learn and follow company procedures
- Experience handling disputes on PayPal and Stripe is a bonus
- Write the word ‘customer focus’ somewhere in your application

Why Join Us?
- Be part of a growing e-commerce business with long-term potential
- Potential to grow into a full-time cs leadership role
- Training and support provided to help you excel in the role