E-commerce Customer Support | Operations Specialist
Metro Manila
I keep eCommerce businesses running smoothly behind the scenes, from customer support and order management to chargebacks, fulfillment, and day-to-day operations. I help brands stay organized, responsive, and customer-focused by taking ownership of the tasks that keep the business moving. Whether it’s resolving a difficult customer case, tracking down a delayed order, coordinating with suppliers, handling a chargeback, or keeping orders flowing through Shopify, I focus on finding solutions and getting things done. I also support social media operations with basic short-form video editing and content assistance when needed. Reliable, resourceful, and proactive, I don’t just complete tasks. I look for ways to make the process work better. If you need someone who can step in, take ownership, solve problems, and keep things moving, let’s work together.
SEM COMMERCE LTD, part_time
May 2026 to Present
Resolved escalated customer cases through retention strategies that reduced refunds, disputes, and revenue loss De-escalated dissatisfied customers and negotiated solutions that balanced customer satisfaction with business interests Identified chargeback risks, fraudulent claims, and policy abuse before cases escalated Prepared supporting evidence and documentation for payment disputes and chargebacks Improved escalation workflows, follow-up procedures, SOPs, and customer service templates
GOUPHIL HUB, part_time
Jan 2026 to Apr 2026
Managed customer support through Shopify, email, and Facebook, handling order inquiries, returns, delivery issues, and fraud screening Supported DTC operations across 5 international markets, including order processing, stock monitoring, and shipping coordination Created and maintained SOPs, workflows, FAQs, and documentation to improve efficiency and consistency Localized marketing content by adapting video ads, translating creatives, and adding subtitles for multiple markets Designed static ad creatives aligned with brand messaging and campaign objectives
SOLMERE VENTURES LLC, part_time
Oct 2025 to Present
Manage day-to-day e-commerce customer support and order operations across Shopify, email, and social media channels. Handle complex customer cases involving refunds, replacements, returns, delivery issues, missing items, order discrepancies, and escalations. Assess and manage chargeback-risk cases, compiling and submitting evidence including tracking records, order details, policies, and customer communications. Coordinate with suppliers, fulfillment partners, and internal stakeholders to resolve order, inventory, shipping, and tracking issues. Monitor orders throughout the fulfillment lifecycle using Shopify, AliExpress, and DSers, identifying issues and following up to ensure timely resolution. Apply retention and resolution strategies by troubleshooting customer concerns and providing appropriate alternatives before issuing refunds. Manage high-risk and high-value customer cases, balancing customer satisfaction, company policies, and potential financial impact. Support operational processes by identifying recurring issues, documenting workflows, and improving procedures and response handling. Assist with e-commerce store administration, including order reviews, fulfillment checks, customer case tracking, and issue escalation. Create and edit basic short-form video content for social media and marketing purposes, including trimming footage, adding text/captions, transitions, and basic visual adjustments. Maintain accurate case records and ensure customer issues are followed through from initial contact to final resolution.