• Order Management – Process customer orders, refunds, and product exchanges accurately and efficiently • Customer Service & Issue Resolution – Serve as the primary point of contact for customer inquiries, complaints, and feedback • Reporting & Trend Tracking – Track recurring product issues and customer complaints to identify patterns • Cross-Team Collaboration – Coordinate with sales, marketing, and product teams to address customer needs holistically • Administrative & Data Support – Perform weekly data cleanup to ensure all records are current, organized, and accurate

• Deliver a best-in-class customer experience by responding promptly to customer inquiries • Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed • Become a product expert so you can answer questions quickly and accurately • Manage 20–30 open customer conversations at a time • Own follow-ups and ensure all tickets are resolved in a timely manner • Collaborate with internal teams on escalated or complex issues • Spot trends in support issues and share insights with product, tech, and ops • Contribute to internal knowledge-sharing (documentation, training, etc.)

• Act as a Functional Analyst on E-commerce projects, conducting elicitation, analysis and detailed documentation of business and technology requirements. • Prepare functional documentation, technical specifications, process flows and user stories. • Serve as an interface between business areas, technical teams, vendors and partners. • Support the design of integrations between platforms and corporate systems. • Monitor deliveries, assist with acceptance testing and provide functional support throughout the project lifecycle.

• Own the merchandising strategy and daily execution across collection pages, PDPs, and campaign landing pages. • Lead campaign site experience buildouts from brief to launch: coordinate assets and copy with Creative, execute all site-side changes, and QA thoroughly before go-live. • Manage all product setup and catalog maintenance within Shopify, including new product launches, collection creation, B2B catalog updates, and pricing accuracy. • Set up and manage sales and promotions end-to-end, including sale badging strategy throughout the customer journey, discount mechanics, urgency cues, and threshold callouts. • Execute merchandising refreshes and content updates aligned with the marketing calendar, ensuring every touchpoint is consistent, accurate, and on-brand. • Conduct daily QA and staging checks to confirm functionality, content accuracy, and asset integrity before any change goes live. • Own the day-to-day optimization roadmap: identify friction points and conversion opportunities using behavioral and performance data. • Build, brief, and manage A/B tests end-to-end, from writing the hypothesis and partnering with dev or Visually on build, to monitoring performance and delivering clear results analysis. • Develop and maintain institutional knowledge from experimentation, documenting what was tested, what won, what lost, and why. • Support on-site personalization and segmentation efforts. • Identify quick wins alongside longer-term initiatives.