Ecommerce Customer Support Specialist (Retention & Resolution Focused)

We are looking for an experienced Ecommerce Customer Support Specialist who understands that customer support is not simply answering emails.
This role requires someone who can manage difficult situations, de-escalate frustrated customers, protect company policies, and find solutions that keep customers satisfied without unnecessarily issuing refunds.

What You'll Be Doing:
Responding to customer emails professionally and efficiently
Handling shipping delays, tracking issues, delivery concerns, and product questions
Managing return, refund, exchange, and dispute requests
De-escalating angry customers
Identifying when a customer simply needs reassurance versus when compensation is appropriate
Protecting company policies while maintaining a positive customer experience
Reducing chargebacks and disputes through effective communication
Following detailed support procedures and decision frameworks

What We Are Looking For:
We are NOT looking for agents who immediately offer refunds to solve problems.
We are looking for someone who understands:
Customer psychology
Retention-focused support
Negotiation and conflict resolution
How to calm frustrated customers
How to identify genuine issues versus emotional reactions
When to offer solutions before offering refunds
When a partial refund is appropriate
When a refund should NOT be offered
How to prevent chargebacks and disputes
You should be comfortable making judgment calls based on the situation while following company guidelines.

Requirements:
Previous ecommerce support experience
Experience with Shopify
Experience with Gorgias, Zendesk, Freshdesk, HelpScout, or similar platforms
Excellent written English
Strong problem-solving skills
Ability to remain calm under pressure
Ability to follow strict SOPs and policies
High attention to detail

Important:
Your work will be reviewed regularly.
We carefully audit customer conversations and support decisions. We expect consistency, professionalism, and strong judgment.
If you tend to issue refunds quickly to avoid difficult conversations, this role is probably not a good fit.
If you enjoy solving customer problems, retaining customers, and handling complex situations professionally, we would love to hear from you.

To Apply:
Please answer the following:
Tell us about your ecommerce customer support experience.
What would you do if a customer threatens a chargeback because a product does not fit their specific setup?
When would you offer a partial refund instead of a full refund?
A customer is extremely angry and demanding an immediate refund. How would you handle the situation?
Why do some customer support agents create unnecessary refunds, and how would you avoid that?
What support tools have you used previously?
Only applicants who answer all questions will be considered.