CX Operations Processor

Pirates Wanted: CX Operations Processor

Every ecommerce business deserves the cheapest shipping rates. That’s why Pirate Ship’s simple shipping software levels the playing field for small businesses, giving them free access to the deepest shipping discounts with no fees or hidden costs. We’re currently on the lookout for exceptional pirates to join our crew as a CX Operations Processor otherwise known as an Operations Taskmate to us here at Pirate Ship. This role will be a fixed 6 month contract with benefits, and you must be available to work a Monday-Friday schedule of 9AM - 6PM PST.

As Pirate Ship’s Temporary CX Operations Contractor, you’ll be the behind-the-scenes hero powering the day-to-day execution of repetitive, manual workflows that keep our customer experience running smooth. From chargebacks to reroutes to refund requests, you’ll handle operational tasks with precision and speed, freeing up our full-time crew to focus on customer-first service and strategic priorities. You won’t be in the spotlight, but you’ll be the quiet engine that keeps our ship sailing.

Pirate Ship is a remote-first company, and like any jolly crew of pirates we operate in a casual and creative atmosphere, where everyone’s ideas are welcome and having fun is encouraged. We offer competitive pay, exceptional benefits, and the opportunity to tell people you’re a pirate when they ask what you do. As Steve Jobs said, “It’s more fun to be a pirate than to join the navy!”

This role is only open to internal referrals.

Responsibilities:

• Processing Chargebacks: Execute chargeback actions using internal reports; apply account debits, file responses in payments system, and send templated customer messages via Intercom.
• Refund Requests: Submit UPS NDA and USPS PME refund requests and close the loop with customers using CX ticket workflows.
• Reroutes & Intercepts: Use partner portals to process reroute requests; coordinate outbound updates to customers.
• Workflow Management: Navigate Pirate Ship Admin, Intercom, and partner systems to execute CX tasks quickly and correctly.
• Ad Hoc Admin Tasks: Pitch in on repetitive, low-complexity CX tasks like batch refunds or mass tag edits as needed.
• Internal Collaboration: Work closely with full-time CX team members and leadership to prioritize operational workflows and reduce bottlenecks.
• Volume Stabilization: Maintain consistent daily output to help CX absorb volume spikes without burnout or backlog buildup.
• Ride the seas of change: You’re comfortable in a remote environment where there’s lots of change.
• Sail from your port o’ call: You’re able to work from home and connect with your crewmates throughout the day over chat, voice, and video through company provided equipment. Quarterly in-person meetings at varied locations.
• Hoist the Jolly Roger: Share your experience, expertise and interest with the crew to enhance our fun and progressive culture

Requirements/Minimum Qualifications:

• Experience: Experience in administrative, CX operations, or high-volume processing roles preferred.
• Availability: Must be available to work a Monday-Friday schedule of 9AM - 6PM PST.
• Technical Skills: Proficiency in customer support platforms (e.g., Intercom, Zendesk) with the ability to learn new tools quickly.
• Continuous Improvement Mindset: Candidates who actively seek ways to optimize workflows, enchanting operational experience.
• Customer Obsession: Demonstrated passion for delivering exceptional customer experiences, with a proactive approach to understanding (internal & external) customer needs, resolving issues, and going the extra mile to exceed expectations. Always seeking opportunities to improve the customer journey and uphold Pirate Ship’s reputation for world-class, fun, and efficient service.
• Alignment with Pirate Ship's core values: Candidates must demonstrate alignment with our values: People Over Plunder, Clarity, Not Confusion, Play or Perish, Be Fair, Be Real, and Be Nice.
• Remote work experience: Proven ability to work independently and collaboratively in a fully remote, distributed environment.
• Strong communication skills: Excellent written and verbal communication, especially in digital formats (Slack, email, etc.).
• Problem-solving ability: Strong critical thinking and problem-solving skills, with a focus on proactive solutions.
• Adaptability: Ability to thrive in a dynamic, fast-paced environment with frequent change and growth.
• Tech-savviness: Proficiency with remote tools (Google Workspace, Slack, Asana, Intercom, etc.) and an ability to quickly adapt to new technologies.
• Self-motivation and time management: Strong self-discipline, accountability, and effective time management skills, ensuring tasks are completed without direct supervision.
• At this time we are only accepting applicants in the following states: Arizona, California, Florida, Georgia, Idaho, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, and Wyoming.

Bonus Points For/Preferred Qualifications:

• YARRrrr! The ability to speak like a pirate!

Compensation & Benefits:

• Compensation - The pay for this role is $27.88 an hour plus potential for overtime.
• Vacation, Holiday, & Sick Time - During the 6 month contract we will offer accrued vacation & sick time in addition to paid holidays to keep our pirates rested and rejuvenated! You are eligible to use your accrued PTO after your first 90 days of employment. 
• Medical Insurance - 100% covered for Pirates by the company and kicks in the first of the month after enrollment. If you want to add any dependents (spouse, partner or children), they’ll be 50% covered. Medical benefits start the first of the month following your date of hire. 
• Dental and Vision -  100% covered for Pirates and 50% covered for dependents.
• 401(K) - We offer a Traditional 401(K) and a Roth 401(K), and pirates who contribute 1-3% of their annual salary get matched 100% by the company.
• Parental Leave - Full 12 weeks for parents for the birth, adoption, or foster placement of a child.
• Home Office Reimbursement - We provide a one-time home office reimbursement of up to $1,500 to purchase an ergonomic desk and chair.
• Other Stipends for Remote Individuals - Wifi & snacks, we’ve got y’er back!
• Virtual Tacos for ARRrrrsome Rewards- “Hey Taco!” is our employee recognition program where you can give and receive virtual "Tacos" which can be redeemed for rewards.

We Sail Under Our Three Pirate Codes:

• People Over Plunder - Screwing people over is a game for lily-livered landlubbers! We believe that doing what’s right is the tide that raises every ship, including ours. 
• Clarity, Not Confusion - Confusion is tyranny. Clarity is freedom. We strive to make things easy to understand and tackle real needs for our customers.
• Play or Perish - A life without laughter isn’t worth living. Why should that be any different in business?

Our Values Reflect Who We ARRrrr:

• Be Fair - Accessible to everyone, so no one’s left out.
• Be Nice - Empathy, humanity, and humor go a long way.
• Be Real - Be reliable and back up the pirate talk.

We work to ensure our company is a safe and supportive environment for everyone. As our crew continues to grow rapidly, we want to do all we can to create an environment where everyone can feel included.

How we do this:

• We pay well and offer world-class health benefits so you can focus on being a balanced pirate!
• No degree? No problem. We value experience of all kinds!
• The crew helps select nonprofits for our quarterly donation program.
• We don’t shy away from hard conversations. Building a better world takes constant feedback, conversations and hard work!
• We do engagement surveys twice a year to constantly iterate our policies and procedures.
• We acknowledge the identities and experiences of everyone.

Pirate Ship is committed to provide equal employment opportunity (EEO) and equal pay to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Pirate Ship will provide reasonable accommodations for qualified individuals with disabilities as needed.

Before candidates officially set sail with Pirate Ship, we do conduct a post-offer, pre-employment background check. But don’t worry, Pirate Ship is all about second chances! We proudly consider qualified applicants with prior arrest or conviction records. Our commitment to building a diverse and talented crew means that we look at the whole person, not just their past, and we do so in line with local, state, and federal laws. So, whether you're a first-time sailor or have a bit of history, we’re excited to explore the possibility of you joining our crew!

We welcome feedback for making our company a lighthouse in the industry.

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