Role Description This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone. Our client is a growing eCommerce company focused on delivering exceptional customer experiences through efficient order management, reliable fulfillment operations, and responsive customer support. As the business continues to scale, they are seeking a Customer Experience & Order Operations Manager to oversee day-to-day customer support operations, maintain order accuracy, coordinate fulfillment activities, and continuously improve the operational processes that support an outstanding customer experience. The Customer Experience & Order Operations Manager will be responsible for: - Managing customer support operations - Overseeing order fulfillment workflows - Coordinating with third-party logistics partners - Improving the systems that support order accuracy and customer satisfaction - Resolving operational issues and identifying root causes of recurring problems - Documenting scalable processes - Collaborating with cross-functional teams to improve the overall customer experience This role is ideal for someone who enjoys operational problem-solving, thrives in execution-focused environments, and takes ownership of improving both customer support and backend operations. Location: Fully Remote | 9:00 AM - 5:00 PM EST Key Responsibilities - Customer Support Operations - Manage customer support tickets, escalations, refunds, replacements, and order-related inquiries. - Maintain excellent first-response and resolution times. - Respond to customer reviews while maintaining a consistent brand voice. - Ensure customer issues are fully resolved from beginning to end. - Order & Fulfillment Operations - Monitor order flow and resolve fulfillment issues in real time. - Coordinate with 3PL and warehouse partners to resolve shipping and fulfillment discrepancies. - Manage backorders, substitutions, shipping delays, and inventory adjustments. - Maintain accurate SKU, product, and order information across connected systems. - Resolve address validation issues and reduce delivery failures. - Systems & Process Improvement - Identify recurring operational issues and determine root causes. - Maintain a backlog of customer experience and operational improvement initiatives. - Improve tagging, macros, workflows, and reporting within customer support systems. - Develop and maintain SOPs for customer support and order operations. - Partner with internal teams to eliminate recurring operational issues. - Cross-Functional Collaboration - Share customer feedback with Operations, Sales, and Product teams. - Collaborate with internal stakeholders to improve customer experience and operational efficiency. - Support process improvements that enhance fulfillment accuracy and scalability. - Contribute to continuous operational improvements across the business. Qualifications - 3–6 years of experience in customer support, customer experience, eCommerce operations, or order management. - Experience resolving customer issues from initial inquiry through final resolution. - Experience working within eCommerce or consumer goods environments. - Strong experience identifying root causes of operational issues and implementing improvements. - Experience documenting SOPs, workflows, and escalation processes. - Experience with Shopify or similar eCommerce platforms is strongly preferred. - Experience with Zendesk or equivalent helpdesk systems is strongly preferred. - Experience working with 3PL or fulfillment partners is strongly preferred. - Familiarity with SKU management and catalog operations is strongly preferred. - Experience handling chargebacks, disputes, or refund workflows is a plus. - Experience in beauty, personal care, home goods, bedding, or textiles is a plus. - Experience improving customer experience systems through macros, tagging, and reporting is a plus. - Exposure to multi-channel eCommerce environments (DTC + retail) is a plus. Qualifications Skills - Strong customer support and customer service skills. - Strong operational problem-solving and root cause analysis abilities. - Excellent written communication and customer-facing communication skills. - Strong organizational skills and attention to detail. - Ability to build and document scalable operational processes. - Ability to work independently in a high-volume, execution-focused environment. - Strong collaboration and stakeholder management skills. - Ability to improve operational workflows and customer experience processes. What Success Looks Like - Customer satisfaction improves through timely, consistent issue resolution. - Order accuracy and fulfillment performance remain consistently high. - Operational issues are identified, resolved, and prevented from recurring. - Customer support workflows become more scalable through well-documented SOPs. - Order errors, refunds, fulfillment failures, and preventable escalations decrease over time. - Collaboration between customer support, fulfillment, and operations teams drives continuous improvement. Opportunity This is an opportunity to play a critical role in improving both customer experience and operational excellence within a growing eCommerce business. The Customer Experience & Order Operations Manager will have direct ownership over customer support operations, fulfillment coordination, and process improvement initiatives while helping build scalable systems that support long-term business growth. Application Process To be considered for this role these steps need to be followed: - Fill in the application form - Record a video showcasing your skill sets