Consumer Experience & Order Management

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