This fully remote role supports the customer experience function across several direct-to-consumer brands. Based in LATAM, you’ll work during UK business hours to manage administrative tasks that keep customer interactions smooth and systems up to date. Your primary focus will be processing returns and refunds, verifying eligibility, and ensuring policies are consistently followed.
Key Responsibilities
- Handle return and refund requests across various brands and marketplaces, ensuring accuracy and compliance
- Review customer eligibility and process transactions according to internal guidelines
- Keep detailed records of all return and refund activity in company systems
- Monitor customer reviews on relevant platforms and respond professionally to negative feedback
- Escalate complex review issues when necessary, ensuring brand voice and standards are maintained
- Support resolution of payment disputes and chargebacks by collecting documentation and submitting responses
- Track dispute outcomes and keep internal logs current
- Assist with customer inquiries, ticket management, and case resolution tracking
- Support reporting efforts by maintaining organized data on returns, disputes, and recurring customer issues
- Follow established workflows and suggest improvements to enhance efficiency
What You’ll Need
- Fluency in written and spoken English
- Strong organizational skills and a detail-oriented mindset
- Experience with administrative processes and record-keeping
- Reliable internet and a professional remote workspace
- Proficiency with Microsoft 365 tools, including Outlook, Excel, and Teams
- Ability to adapt to internal systems quickly
- Prior experience in customer service, administration, or e-commerce support
- Professional communication skills when addressing customer concerns
- Consistent accuracy and dependability in task execution
Preferred Background
- Experience with support platforms like Gorgias or Zendesk
- Familiarity with Shopify or similar e-commerce systems
- Background in responding to online reviews
- Exposure to payment dispute or chargeback management
- Working knowledge of task management tools such as Asana
Compensation & Work Environment
You’ll receive a monthly salary of $1,000 in a fully remote setup designed for LATAM residents. Work begins aligned with UK business hours, with potential for increased flexibility over time. Onboarding includes structured training on company systems and brand standards. You’ll gain hands-on experience across international e-commerce operations, supported by a remote team that values growth and continuous improvement.
