Customer Service Operation Support (CSOS) Agent

Your Next Role

The Customer Service Operation Support (CSOS) team handles specialist customer cases and operational activities beyond frontline Customer Service scope, enabling frontline agents to focus on established service processes.

The CSOS Agent investigates and progresses assigned cases, applies approved procedures, maintains accurate records, and coordinates follow-up through resolution or an accepted handover. The role also supports temporary customer-facing initiatives and develops proficiency across core workflows to provide team coverage.

Agents are accountable for accurate execution and follow-through within delegated authority. The CSOS Team Lead owns CSOS processes, controls, operational knowledge, and overall team performance.

What You’ll Do

1. Chargebacks and Payment Disputes

• Investigate assigned disputes, gather relevant evidence, and prepare accurate submissions using approved tools and workflows.
• Complete required quality checks, meet submission deadlines, and maintain supporting records.
• Monitor assigned disputes and promptly flag evidence gaps, system issues, or deadlines at risk.

2. Specialist Case Handling

• Investigate and process assigned reshipments, delivery issues, complex escalations, refund and payment exceptions, and other approved CSOS case types.
• Validate and route eligible account and data requests through approved procedures, with system-level execution performed by Tech.
• Apply approved resolutions within delegated authority, communicate outcomes professionally, and escalate cases requiring additional decisions or specialist review.

3. Case Management and Operational Continuity

• Manage assigned queues and priorities, maintain accurate case records, and follow up on outstanding actions through completion or an accepted handover.
• Coordinate routine support with relevant teams and flag unresolved dependencies, capacity constraints, or other blockers promptly.
• Develop proficiency across core workflows and provide backup coverage as assigned.

4. Quality and Operational Controls

• Follow current SOPs, approval requirements, and financial and data-handling controls.
• Complete required checks on casework and AI-assisted outputs, using approved tools and authorized system access.
• Participate in QA reviews and coaching, correct errors, and promptly report suspected control failures.

5. Knowledge and Continuous Improvement

• Identify unclear guidance, recurring case issues, and opportunities to improve accuracy or reduce unnecessary work.
• Contribute practical feedback and documentation updates under the CSOS Team Lead’s direction.
• Support testing of new processes, tools, and automation, and adapt to changes in CSOS workflows.

6. Temporary Customer-Facing Initiatives

• Support assigned activities such as outbound campaign calls, beta-tester communications, and other temporary customer-facing initiatives.
• Follow agreed objectives and handling guidance, record outcomes, and surface relevant customer feedback or operational issues.
• Coordinate priorities with the CSOS Team Lead and support handover when activities move into an established process.

Decision Authority and Escalation

The agent may resolve assigned cases and perform approved actions within documented procedures and delegated financial and approval limits. Routine cross-functional coordination forms part of this responsibility.

Escalate unclear guidance, policy exceptions, decisions beyond authority, suspected fraud, adverse events or medical claims, data or control concerns, and blockers that threaten timely completion. Administrative support for sensitive cases should follow approved guidance. Changes to CSOS procedures and controls require the process owner’s approval.

Required Capabilities

• Strong attention to detail, investigative skills, and follow-through.
• Sound judgment within approved guidance and awareness of when to escalate.
• Ability to prioritize deadlines, maintain accurate records, and work across multiple systems.
• Clear written and verbal English, including confidence with occasional outbound calls.
• Reliable remote working practices and care when handling customer information and financial actions.
• Willingness to learn across workflows, accept coaching, and adapt to new tools and responsibilities.

Desirable Experience

• Customer Service, e-commerce operations, or specialist case handling.
• Chargebacks, payment disputes, reshipments, or outbound customer contact.
• Zendesk, Shopify, or comparable customer-service, payment, and fulfillment systems.
• AI-assisted workflows, process testing, spreadsheets, and collaboration tools.

How You’ll Succeed

Success is demonstrated through accurate work, timely case progression, clear documentation, appropriate escalation, reliable coverage, and consistent application of feedback. Specific targets are set separately according to assigned responsibilities.