Alphalion - Customer Service Specialist Backend Support
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Requirements
• 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. • 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. • Experience handling subscriptions, chargebacks, refunds, or fraud review workflows. • Experience working in a fast-paced DTC (direct-to-consumer) or e-commerce brand environment.
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.
Benefits
• 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 • Application Process • 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. • The expected base salary range for this position is 600 (USD).
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