Shopify Customer Support Agent — Daily Email Support, Refunds & Chargeback Prevention

Hey there 👋 We're a US-based eCommerce brand selling health & wellness products across the US, UK, Canada, Australia, New Zealand and Ireland. We run a lean operation, and customer support is one of the most important roles in the entire business — not an afterthought. Most of our stores run on a subscription / recurring-billing (MRR) model. That means protecting rebills, handling subscription questions, and keeping chargebacks down sits right at the heart of this role. We're looking for a reliable Customer Support Specialist to own our email inbox and protect our stores from chargebacks. This is a long-term role with rising pay for the right person. ──────────────────────────────────── 🛑 IMPORTANT — WHO THIS IS NOT FOR ──────────────────────────────────── Please do NOT apply if: • You don't have direct eCommerce customer support experience (Shopify stores specifically) • You've never dealt with refund negotiations, disputes, or chargeback threats • You want to log "8 hours" while only actually working 1–2 • You disappear for a day without telling anyone But if you're genuinely reliable and detail-obsessed 👇 ──────────────────────────────────── 🔎 WHO WE'RE LOOKING FOR ──────────────────────────────────── Our one golden rule: you actually CARE. A customer threatening a chargeback at 2pm that doesn't get escalated until tomorrow can shut down our entire store. We need someone who treats our business like their own. The purpose of this role is simple: keep our customers happy, resolve issues before they escalate, and keep our chargeback rate as low as humanly possible. YOU HAVE: • 1+ years hands-on eCommerce customer support experience (Shopify required) • Direct experience with refund handling and chargeback / dispute prevention • Excellent written English — warm, clear, empathetic, no robotic templates • Experience with email support tools (we use Spacemail and Reamaze — webmail + Shopify admin + a Google Sheets tracker) • Reliable internet and a quiet work setup YOU ARE: • Extremely reliable — you show up every single day, including high-volume days • Detail-obsessed — you read the full email thread before replying • Proactive — you flag problems immediately instead of hiding them • Honest — if the inbox is empty, you say "inbox was empty, nothing to do" instead of faking activity • Calm under pressure — angry customers don't rattle you ──────────────────────────────────── ➕ NICE TO HAVE (not required — we train you) ──────────────────────────────────── None of these are dealbreakers. We train the right person on all of it — but they're a real plus and will move your application up the list: • Experience supporting subscription / recurring-billing (MRR) stores — you understand how rebills, failed payments, and subscription cancellations tie directly into chargeback risk • Familiarity with Whop and Whop Payments (how orders, subscriptions, and disputes work there) — our storefronts run on Shopify, but billing / subscriptions run through Whop on the backend • You've handled support for a business where most revenue is recurring, not one-off purchases ──────────────────────────────────── 📝 WHAT YOU'LL DO DAY TO DAY ──────────────────────────────────── • Monitor our support inbox throughout the day (see "Schedule" below) — check in roughly every hour during your coverage window so nothing sits unanswered • Answer customer emails: WISMO (where is my order), refund requests, cancellations, subscription questions, and product questions • Follow our refund SOP exactly — a structured refund-offer ladder (we'll train you; it starts low and only goes higher if needed) • Escalate IMMEDIATELY via WhatsApp when a customer mentions a chargeback, dispute, bank complaint, or legal action — with the order number, marked urgent • Log every refund in our tracker before processing • Coordinate in our team WhatsApp group to avoid duplicate replies • Post a short end-of-shift summary: how many emails you answered, refunds processed, and anything escalated ──────────────────────────────────── 🕐 SCHEDULE & EXPECTATIONS (please read carefully) ──────────────────────────────────── This is a DAILY coverage role, 7 days a week. We are NOT asking you to sit at your desk for 8 straight hours. We ARE asking you to provide coverage across an ~8-hour daily window — check the inbox roughly every hour, clear what's there, then you're free until the next check. • Realistic active workload: typically 1–2 hours of actual work per day, spread across your coverage window • Some days are quiet (15 min). Some surge days are heavy (4+ hours). On surge days we expect you to actually show up and put in the hours — we'll warn you in advance when volume is coming • You MUST track all time on Upwork's tracker, every single day. Non-negotiable • If you need a day off, tell us in advance. "I'll be offline Sunday" is totally fine. Silently disappearing is not • You can absolutely have other clients — this role does not require 8 hours of active work. It requires reliable daily presence and fast response times ──────────────────────────────────── 💰 PAY & GROWTH ──────────────────────────────────── • Paid trial period to start, then ongoing hourly via Upwork • We hold our team to high standards and reward great work — rates rise as you prove reliability and results • This is a genuinely long-term role. Our best support people stay with us for years and grow with the business ──────────────────────────────────── 📓 HIRING PROCESS ──────────────────────────────────── 1. Short Loom video (2–3 min): introduce yourself + walk us through a time you handled an angry customer or a chargeback threat 2. Written scenario test: we send you 2 sample customer emails — you reply as if you were on our team 3. Short interview (video call) 4. Paid trial period on the real inbox, with close supervision 5. Ongoing role + rising pay if the trial goes well ──────────────────────────────────── ✅ HOW TO APPLY ──────────────────────────────────── To prove you actually read this (we ignore copy-paste applications), please do BOTH of these in your application: 1. Start your application with the exact phrase: INBOX GUARDIAN 2. Answer this in 2–3 sentences: A customer emails saying "This is a scam, I'm calling my bank RIGHT NOW to reverse the charge." What are the first two things you do? Applications without the phrase OR without the scenario answer will not be reviewed. Looking forward to meeting our next team member 🚀