Role Summary
- Alpha Lion is looking for a detail-oriented and proactive Customer Service Backend Support Specialist to support the operational side of our customer experience. This role is responsible for managing backend customer support workflows including subscription issues, order exceptions, fraud review, refunds, chargebacks, and operational customer outreach. You’ll play a key role in improving CS efficiency, protecting customer experience, and supporting the scalability of our fast-growing e-commerce business.
Responsibilities
- Manage backend customer support workflows including fraud review, unfulfilled orders, backorders, and order validations.
- Handle subscription adjustments, skipped orders, failed payments, and product swaps.
- Process refunds, returns, TikTok cancellations, and Shopify chargebacks.
- Communicate with customers regarding operational issues, subscription changes, or order concerns.
- Maintain accurate records and documentation across Shopify and support platforms.
- Stay updated on changing promotions, policies, and operational processes.
- Support frontline CS agents by owning specialized backend support tasks.
What Success Looks Like
- Backend operational tasks are completed accurately and within SLA.
- Subscription and order-related issues are resolved proactively with minimal escalations.
- Frontline CS agents are able to focus more effectively on live customer support and ticket quality.
- Customer experience remains smooth and consistent across operational touchpoints.
Who You Are:
- You are highly organized, detail-oriented, and proactive.
- You take ownership of tasks and follow through until resolution.
- You adapt quickly to changing processes and fast-paced environments.
- You communicate clearly and professionally with both customers and teammates.
- You thrive in operational and process-driven work.
Experience & Skills:
- At least 1 year of customer service experience in an e-commerce environment.
- Experience handling email-based customer support.
- Familiarity with Shopify, CRM/helpdesk platforms, and Slack.
- Strong written English communication and organizational skills.
- Comfortable managing multiple workflows and priorities simultaneously.
Nice to have:
- Experience handling subscriptions, chargebacks, refunds, or fraud review workflows.
- Experience working in a fast-paced DTC (direct-to-consumer) or e-commerce brand environment.
Why Alpha Lion:
Alpha Lion is a fast-growing, performance-driven brand focused on helping people unleash their Superhuman potential. We are building scalable systems, raising the bar on execution, and creating long-term competitive advantage in our category.
This role offers the opportunity to work on high-impact initiatives, learn rapidly, and grow alongside a company that values ownership, curiosity, and results. If you’re excited by optimization, experimentation, and building systems that scale, Alpha Lion is a place where your work will matter.
Application Process
- Apply: Submit your resume + a brief note explaining why you’d crush it in this role.
- Screen: TA team reviews for skills and cultural alignment.
- Cultural + Behavioral: In this step, you will take a personality assessment to see how you will perform in the role, then review it on a call with a cultural specialist here.
- Interview: Conversations with the hiring manager and team.
- Final Round: Case study or work simulation (role-specific).
- Decision & Offer: We move fast — typically within 2–4 weeks.
Compensation:
The expected base salary range for this position is 600 (USD).
