The role
Neon Link places experienced ecommerce client success specialists with US online brands that sell on their own Shopify store, on Amazon and other marketplaces, or both. Many of these stores let helpdesk automations answer the simple tracking questions, so what reaches you is the order that went wrong: the package marked delivered that never arrived, the wrong size, the refund that hasn't shown up, the chargeback notice, the one-star review. It's mostly non-voice work. You'll work the queue in the store's helpdesk and the order behind each ticket in Shopify or Amazon Seller Central: address changes, returns, exchanges and refunds by the store's written policy, lost packages, chargeback responses, and replies to reviews and marketplace buyer messages.
Between tickets you'll keep listings and catalog data clean and chase suppliers on stock, and each week you'll tell the owner what customers keep asking about, so the next fix happens at the source.
It matters because in a small store one slow reply or one wrong refund can cost a customer, a dispute or a public review, and on a marketplace a few unanswered buyer messages can hurt the seller's account. You'll see customer names, addresses, order histories and payment details, so every placement follows the store's privacy rules and the PCI rules for card data, and we look for people who are careful by habit, not only when someone is watching. People do well here when they write short, warm, correct replies, follow a policy closely without sounding like a script, and know when a refund needs the owner's yes.
Day to day you'll take direction from the client's owner, operations lead or customer care lead, as part of their team, with Neon Link behind you. Before your first live ticket you're trained on the client's helpdesk, store platform, brand voice, macros, and return and refund policy.
What you'll do
- Answer customer emails, chats and tickets in the store's helpdesk, such as Gorgias or Zendesk, in the brand's voice: order status, tracking, returns, exchanges, address changes and product questions, using macros as a starting point and never as the whole reply
- Catch order exceptions before they ship wrong: address corrections, fraud flags and held orders, out-of-stock items, split shipments and carrier delays, edited in Shopify or the marketplace with the customer kept informed
- Work lost, late and damaged packages: check tracking with the carrier, file a carrier claim or send a replacement by the store's policy, and follow up until the customer has an answer
- Process returns, exchanges, refunds and store credit by the store's written policy, in Shopify, Amazon Seller Central or the store's returns app, and send anything outside the policy to the owner with a recommendation
- Gather the evidence for chargebacks and payment disputes, such as Shopify Payments chargebacks, PayPal disputes and Amazon A-to-z claims: the order, tracking, delivery confirmation and the customer conversation, and submit it before the deadline
- Reply to product reviews, Amazon buyer messages and marketplace questions during your shift, within the store's guidelines and the marketplace's rules on what a seller may say, and never ask for a positive review or offer anything for one
- Update product listings and clean up catalog data: titles, descriptions, variants, images and inventory counts, in the store and on each marketplace
- Follow up with suppliers and the warehouse or 3PL on stock, purchase orders, inbound shipments and backorders, and keep the inventory tracker current
- Tag every ticket by reason, close or update it so nothing sits without an answer, and escalate what needs the owner with the order, the history and your recommendation already gathered
- Send the owner a weekly summary of what customers keep asking about, with ticket counts by reason and the fix you'd suggest for the biggest one, such as a clearer size chart or a new help center article
- First response and resolution times on email, chat and marketplace messages inside the targets the client sets, and nothing left open without an update
- Customer satisfaction ratings that hold up in the client's quality review, with replies that sound like the brand, not a script
- Returns, refunds and dispute responses done right by the store's written policy and filed before their deadlines, with nothing outside the policy issued without the owner's approval
- A weekly summary the owner actually reads, naming the top reasons customers wrote in and one fix worth making
What you bring
- 2 or more years answering customers by email, chat and tickets for a US or other international online store, marketplace seller or ecommerce brand, including returns, refunds and order problems, not only product questions
- Voice account work outside ecommerce, such as telco or banking, alone doesn't count for this role, and neither does support for a local Shopee or Lazada store serving Philippine buyers
- Hands-on with at least one store platform, such as Shopify or Amazon Seller Central, and one helpdesk, such as Gorgias, Zendesk or Intercom, and able to pick up a new one within a week
- Working knowledge of how US online orders move and break: order edits and cancellations, partial refunds and store credit, return labels, US carriers such as USPS, UPS and FedEx and their tracking and claims, fraud flags, and how chargebacks and PayPal disputes are won or lost
- Accurate with order and catalog data, and typing at 45 words per minute or better
- Careful with customer and payment data: you follow PCI card handling rules, never copy a full card number into a ticket, note, chat or spreadsheet, issue refunds only through the store's own systems, and work only in the user account the client sets up for you, never the owner's own login, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear, warm written English: short, correct replies a customer is glad to get, and clear spoken English for team calls and the occasional customer call
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, with a weekend day in your week when the client's store needs one
- Education: any bachelor's degree preferred, not required; relevant experience matters more
- Klaviyo, for checking what a customer was sent and updating their profile and email preferences
- Amazon Seller Central case work, including Seller Support cases, buyer messages, A-to-z claims and listing fixes
- TikTok Shop, Walmart Marketplace or eBay Seller Hub, or a listing and inventory tool such as Linnworks, SellerCloud or ChannelAdvisor
- A returns or shipping app such as Loop Returns, AfterShip or ShipStation, or a 3PL's client portal
- Canva for simple listing images, or Excel and Google Sheets for catalog cleanup at volume
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where customer and payment details can't be seen by anyone else
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 40,000 to 50,000 a month (about PHP 238 to 298 an hour). About USD 635 to 795 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Five days a week on US business hours (night shift in the Philippines); many stores need a weekend day in your week because customers shop every day, and the weeks from Black Friday and Cyber Monday to Christmas can bring extra hours, agreed with you in advance and paid; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.