Customer Service Operation Support Specialist

This is a fully remote position, open to applicants in Philippines, +2 more countries.

📋 Description

• Conduct investigations on assigned chargebacks and payment disputes, collecting evidence and preparing precise submissions.

• Perform quality checks, adhere to submission deadlines, and maintain accurate supporting records.

• Investigate and manage reshipments, delivery challenges, complex escalations, refund and payment exceptions, as well as other approved specialist cases.

• Validate and direct eligible account and data requests through established procedures.

• Implement approved resolutions within delegated authority, communicate results, and escalate cases that necessitate further decisions or specialist review.

• Oversee assigned queues and priorities, keep precise case records, and follow up until completion or accepted handover.

• Coordinate routine support with relevant teams and highlight unresolved dependencies, capacity limitations, and obstacles.

• Cultivate proficiency across core workflows and provide backup coverage when necessary.

• Adhere to SOPs, approval requirements, financial controls, and data-handling protocols.

• Execute checks on casework and AI-assisted outputs utilizing authorized tools and system access.

• Engage in QA reviews and coaching, rectify errors, and report any suspected control failures.

• Recognize ambiguous guidance, recurring case issues, and opportunities to enhance accuracy or minimize unnecessary tasks.

• Offer feedback and documentation updates under the guidance of the CSOS Team Lead.

• Assist in the testing of new processes, tools, and automation while adapting to workflow changes.

• Support temporary customer-facing initiatives, including outbound campaign calls and communications with beta testers.

• Document outcomes, highlight customer feedback or operational challenges, and assist in the transition to established processes.

⛳️ Requirements

• Exceptional attention to detail, investigative abilities, and follow-through.

• Sound judgement aligned with approved guidelines and awareness of when to escalate matters.

• Capacity to prioritize deadlines, maintain accurate records, and navigate multiple systems.

• Proficient written and verbal English communication skills, including confidence in occasional outbound calls.

• Dependable remote working practices and care in handling customer information and financial transactions.

• Eagerness to learn across workflows, embrace coaching, and adapt to new tools and responsibilities.

• Experience in Customer Service, e-commerce operations, or specialist case management is preferred.

• Familiarity with chargebacks, payment disputes, reshipments, or outbound customer interactions is advantageous.

• Experience with Zendesk, Shopify, or similar customer service, payment, and fulfillment systems is desirable.

• Proficiency in AI-assisted workflows, process testing, spreadsheets, and collaboration tools is a plus.

🏝️ Benefits

• Remote work flexibility.

• Opportunity to collaborate with high-performing team members.

• Exposure to a rapidly growing health and wellness DTC brand.

• Access to coaching and constructive feedback.

• Chance to develop expertise across core workflows.

• Involvement in process, tool, and automation testing.