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.
Role Overview
The Customer Experience & Order Operations Manager will be responsible for managing customer support operations, overseeing order fulfillment workflows, coordinating with third-party logistics partners, and improving the systems that support order accuracy and customer satisfaction. The Customer Experience & Order Operations Manager will resolve operational issues, identify root causes of recurring problems, document scalable processes, and collaborate 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 - 500 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 Experience
- 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