Customer Experience Administrator

• Process customer returns and refunds across multiple brands and marketplaces
• Verify return eligibility and process refunds accurately according to company policies
• Maintain accurate records of return and refund activity
• Monitor and respond to customer reviews across relevant platforms
• Address negative reviews professionally and escalate where required
• Assist with payment disputes and chargebacks from payment providers
• Gather supporting documentation and submit responses to dispute cases
• Maintain records of dispute outcomes and internal tracking
• Respond to customer enquiries where required
• Help manage support tickets and ensure cases are assigned and tracked correctly
• Maintain organised records of customer interactions and case resolutions
• Assist with general Customer Experience department administration
• Support internal reporting on returns, refunds, disputes, and recurring issues
• Follow established processes and identify opportunities to improve efficiency
• Work closely with the Operations Director and wider operations team

• Excellent written and spoken English
• Strong attention to detail and organisational ability
• Comfortable working with structured processes and administrative tasks
• Ability to follow procedures carefully and maintain accurate records
• Reliable internet connection and suitable remote working environment
• Ability to work aligned with UK business hours
• General computer literacy and ability to learn internal systems quickly
• Microsoft 365 (Outlook, Excel, Teams) or similar productivity tools
• Previous experience in customer service, administration, or e-commerce support roles
• Strong written communication skills for customer-facing responses
• Ability to handle customer issues professionally and calmly
• High level of reliability and accuracy in administrative work
• Experience using customer support platforms such as Gorgias or Zendesk (desirable)
• Familiarity with Shopify or other e-commerce platforms (desirable)
• Experience responding to online customer reviews (desirable)
• Experience managing payment disputes or chargebacks (desirable)
• Familiarity with task management platforms such as Asana (desirable)

• $1,000 monthly salary
• Fully remote role (LATAM-based)
• Initial working hours aligned with UK business hours, with potential flexibility over time
• Structured onboarding and training on Koin systems and brands
• Opportunity to work across multiple international D2C brands
• Exposure to e-commerce operations and customer experience processes
• Supportive remote team environment with opportunities to grow within the company