Experienced Customer Support & Chargeback Specialist (E-commerce)

We are looking for an experienced and reliable Customer Support & Chargeback Specialist to join our growing e-commerce team.

You will mainly handle customer inquiries via email, help customers with orders/shipping/questions, and manage disputes and chargebacks through Shopify, Klarna, PayPal, Stripe, and payment processors.

We are looking for someone who is professional, detail-oriented, calm under pressure, and experienced with e-commerce customer service.

This is a long-term opportunity with the possibility to grow into a full-time role over time.

Responsibilities
Respond to customer emails in a professional and friendly manner
Handle order inquiries, refunds, shipping issues, and product questions
Manage disputes and chargebacks
Submit evidence for chargebacks through Shopify/Stripe/PayPal/Klarna
Help reduce chargeback rates and improve customer satisfaction
Track customer issues and follow up when needed
Work with our team to improve customer experience
Identify common customer problems and suggest improvements
Requirements
Previous experience in e-commerce customer service
Experience handling disputes and chargebacks is REQUIRED
Familiar with Shopify, PayPal, Stripe, Klarna, or similar platforms
Strong written English
Organized and detail-oriented
Able to work independently
Stable internet connection and reliable computer
Experience with Gorgias, Zendesk, Freshdesk, or similar tools is a plus
Bonus Skills (Not Required)
Experience with Facebook/Meta dispute cases
Experience with Shopify order management
Understanding of fraud prevention
Experience working with EU customers
What We’re Looking For

We want someone who:

Takes ownership
Communicates clearly
Can stay calm with difficult customers
Understands how important customer satisfaction is
Has experience lowering dispute/chargeback rates
Wants a long-term opportunity
To Apply

Please answer the following:

What e-commerce brands/stores have you worked with before?
What platforms have you used? (Shopify, Klarna, Stripe, PayPal, etc.)
How much experience do you have handling chargebacks/disputes?
Describe how you would handle an angry customer requesting a refund.
Include the word “AURA” at the top of your application so we know you read everything.