Customer Service Operation Support Specialist
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Job Description
Customer service operations specialist handling chargebacks, payment disputes and complex cases. Supporting a fast-growing DTC health and wellness brand’s operational continuity and customer initiatives.
Responsibilities:
- Investigate assigned chargebacks and payment disputes, gather evidence and prepare accurate submissions
- Complete quality checks, meet submission deadlines and maintain supporting records
- Investigate and process reshipments, delivery issues, complex escalations, refund and payment exceptions, and other approved specialist cases
- Validate and route eligible account and data requests through approved procedures
- Apply approved resolutions within delegated authority, communicate outcomes and escalate cases requiring additional decisions or specialist review
- Manage assigned queues and priorities, maintain accurate case records and follow up through completion or accepted handover
- Coordinate routine support with relevant teams and flag unresolved dependencies, capacity constraints and blockers
- Develop proficiency across core workflows and provide backup coverage
- Follow SOPs, approval requirements, financial controls and data-handling controls
- Complete checks on casework and AI-assisted outputs using approved tools and authorized system access
- Participate in QA reviews and coaching, correct errors and report suspected control failures
- Identify unclear guidance, recurring case issues and opportunities to improve accuracy or reduce unnecessary work
- Contribute feedback and documentation updates under the CSOS Team Lead’s direction
- Support testing of new processes, tools and automation and adapt to workflow changes
- Support temporary customer-facing initiatives, including outbound campaign calls and beta-tester communications
- Record outcomes, surface customer feedback or operational issues and support handover into established processes
Requirements:
- Strong attention to detail, investigative skills and follow-through
- Sound judgement within approved guidance and awareness of when to escalate
- Ability to prioritize deadlines, maintain accurate records and work across multiple systems
- Clear written and verbal English, including confidence with occasional outbound calls
- Reliable remote working practices and care when handling customer information and financial actions
- Willingness to learn across workflows, accept coaching and adapt to new tools and responsibilities
- Experience in Customer Service, e-commerce operations or specialist case handling is desirable
- Experience with chargebacks, payment disputes, reshipments or outbound customer contact is desirable
- Experience with Zendesk, Shopify or comparable customer-service, payment and fulfilment systems is desirable
- Experience with AI-assisted workflows, process testing, spreadsheets and collaboration tools is desirable
Benefits:
- Remote work arrangement
- Opportunity to work alongside high-performing team members
- Exposure to a fast-growing health and wellness DTC brand
- Coaching and feedback
- Opportunity to develop proficiency across core workflows
- Participation in process, tool and automation testing
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