Alphalion
CustomerServiceSpecialistBackendSupport
Neural analysis suggests this role is
optimal for Entry candidates.
“Customer Service Specialist Backend Support at Alphalion. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. managing backend customer support workflows. subscription issues”
What You'll Achieve.
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
Industry & Context.
take ownership of tasks and follow through until resolution
What They're Looking For.
Must Have
1 year of customer service experience in an e-commerce environment, Experience handling email-based customer support, 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
What You'll Do.
managing backend customer support workflows
operational customer outreach
improving CS efficiency
protecting customer experience
supporting the scalability of our fast-growing e-commerce business
Manage backend customer support workflows including fraud review
and order validations
Handle subscription adjustments
and Shopify chargebacks
Communicate with customers regarding operational issues
Maintain accurate records and documentation across Shopify and support platforms
Stay updated on changing promotions
and operational processes
Support frontline CS agents by owning specialized backend support tasks
How You'll Work.
Team & Collaboration
Support frontline CS agents by owning specialized backend support tasks; communicate clearly and professionally with both customers and teammates
Communication Scope
written English communication; communicate clearly and professionally with both customers and teammates
Full Job Description
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. Familiarit
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