Customer Service & Dispute Specialist — Home Decor E-commerce (Remote, Part-Time)

An established premium home decor e-commerce brand — selling furniture, decor and homeware to customers in the UK, US and Australia — is building its first in-house support team and needs a Customer Service & Dispute Specialist. This starts as a part-time role (around 4 hours a day, including weekends) with a clear path to full-time. What you'll do - Answer every customer email within 24 hours in Gorgias, using a warm, premium, British-English tone. - Handle order status, delays, cancellations, address and size changes, damaged or wrong items, lost parcels and exchanges by following the brand's SOPs. - Process refunds in Whop and register returns in Gorgias. - Own disputes and chargebacks end to end: contact the customer the same day, build a complete evidence pack and submit it within three days, working toward a chargeback ratio under 1.5% and a ~90% win rate. - Post a short daily update and coordinate with the Supply Chain Manager. What we're looking for - 3+ years in e-commerce customer service, including disputes and chargeback handling. - Experience in the home decor niche (furniture, decor, homeware). - Hands-on with Gorgias, Shopify, Whop, Klaviyo, ParcelPanel and Slack (Disputifier a plus). - Excellent written English with a formal, premium tone and British spelling. - Calm with upset customers, well organised, and comfortable working independently and on weekends. How it works Apply through iince. We review every application and, when you're a good fit, we introduce you directly to the brand. Shortlisted candidates complete a short paid test task and an interview.