Dropshipping Customer Support

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 providing excellent customer support, resolving customer issues quickly and professionally, maintaining customer satisfaction, and helping prevent unnecessary refunds, chargebacks, and negative reviews.

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

Main Responsibilities

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 Support & Customer Retention

-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

Requirements

-Experience handling customer complaints and customer support tickets
-Mandatory experience handling PayPal disputes and dispute resolution
-Shopify customer support experience
-Experience in dropshipping operations
-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 with Trustpilot

Salary

-$5 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 CS”

2. Short Written Introduction (4–6 sentences)

Briefly explain:

-Your experience handling customer complaints or disputes
-Why you would be a good fit for this role

3. Send your CV

4. Send a Loom video (3–5 minutes)

In your Loom, please answer the following:

Scenario 1 — Payment Dispute

A customer opens a PayPal dispute claiming they never received their order, but tracking shows the package is still in transit.

How would you handle this situation?

Explain what do you do

Scenario 2 — Trustpilot Review

A customer leaves a 1-star Trustpilot review saying their order is late and the brand is a scam.

How would you handle this situation?

Explain what do you do

Applications that do not follow these instructions will not be reviewed.