Customer Support Specialist

About the Role

We are hiring a detail-oriented Customer Support Specialist to provide exceptional service to our customers while managing critical backend operations. This role involves payment dispute resolution, order fulfillment support, and data management. If you excel at problem-solving, have strong attention to detail, and can handle multiple platforms simultaneously in a fast-paced e-commerce environment, this role is perfect for you.

Why Assistantly?

• We recruit the best of the best — we care as much about the right soft skills as we do about hard skills.
• We want you here long-term and give you the benefits and support you’ve always dreamed of.
• We work one-on-one to match you with the perfect client.
• We love the strategic, initiative-taking, proactive doers of the world.
• You’ll have your own Talent Success Manager dedicated to your success.
• We focus on long-term partnerships, not projects.
• We live by: Stay humble. Be grateful. Work hard.

Core Responsibilities

• Work chargebacks in Shopify, Affirm, and PayPal by investigating disputes and providing documentation for resolution
• Assist with placing bulk book orders for redemption codes, coordinating with warehouse for fulfillment
• Manage and resolve items in the invalid address queue through customer outreach and verification tools
• Process payment disputes by analyzing transaction records and communicating with payment processors
• Verify redemption code inventory availability and coordinate order processing timelines
• Research and update customer address information using multiple address verification systems
• Document all customer interactions and issue resolutions in CRM system with detailed notes
• Generate reports on chargeback trends, resolution rates, and address queue performance metrics

Required Tools

• E-commerce Platforms: Shopify, order management systems (must-have)
• Payment Processing: PayPal, Affirm dispute portals (must-have)
• Communication: Email, phone system, CRM software (must-have)
• Data Management: Excel/Google Sheets, address verification tools (nice-to-have)

Requirements

• Customer service experience in e-commerce or retail environment (must-have)
• Experience with payment processing platforms (Shopify, PayPal, Affirm preferred) (must-have)
• Strong written and verbal communication skills with attention to detail
• Proficiency in data entry and CRM systems with high accuracy standards
• Ability to multitask and prioritize in a fast-paced environment
• Basic understanding of chargeback and dispute processes

Benefits

• Unlimited earning potential if you choose to take on multiple clients and have the capacity

• Generous health allowance to support your well-being
• Profit-sharing opportunities as the company grows
• Access to exclusive upskilling and training in AI, operations, and leadership
• Monthly raffles and performance bonuses
• A tight-knit, supportive community and a dedicated Talent Success Manager to guide your journey