Customer Experience and Operations Lead for E-commerce Store

About Us:
We're a growing e-commerce company seeking an experienced leader to oversee our customer experience operations and drive service excellence. This role combines strategic leadership with hands-on operational management to ensure exceptional customer satisfaction across all touchpoints.

Core Responsibilities:

Direct Customer Service

- Handle customer inquiries directly via phone, email, and text messages
- Process and resolve customer service tickets within 24-hour SLA
- Manage order issues, returns, and refund requests
- Provide product information and recommendations
- Address customer complaints and escalations personally

Customer Service Leadership

- Develop and maintain service level agreements on-time response
- Build, train, and manage a high-performing customer service team
- Create comprehensive SOPs for customer service operations
- Monitor and maintain quality standards for all customer interactions
- Oversee hiring and training processes for service tea ---------- mbers

Operations Management

- Manage relationships with third-party logistics providers
- Monitor shipment timelines and resolve delivery issues proactively
- Implement systems for tracking and improving operational efficiency
- Develop contingency plans for common operational challenges
- Optimize order processing and returns management workflows

Customer Intelligence & Innovation

- Conduct regular customer satisfaction surveys and analyze feedback
- Generate actionable insights from customer data and service interactions
- Provide strategic recommendations for product and service improvements
- Create monthly reports on key performance indicators and trends
- Implement and oversee quality assurance programs

Required Qualifications

- 5+ years of customer service management experience in e-commerce
- Proven track record of leading and developing customer service teams
- Expert knowledge of Shopify and related e-commerce platforms
- Strong understanding of logistics and supply chain operations
- Excellence in written and verbal English communication
- Experience with customer service platforms (Zendesk, Freshdesk, etc.)
- Demonstrated ability to analyze data and generate actionable insights

Technical Requirements

- Personal computer with updated operating system
- Stable internet connection (high speed)
- Quiet workspace
- headphone set for answering phone calls
- Backup power supply recommended

Schedule & Employment Terms

- Full-time salaried position (45+ hours per week)
- Must be available 7 days per week
- Required to coordinate across EST business hours
- Exclusive employment - no other jobs or freelance work permitted
- Additional hours beyond 40/week may be required
- Must be able to respond to urgent situations outside regular hours

Compensation

Monthly salary: $1,500 - $1,800 USD based on experience
13th month pay
Paid time off

Application Process:

Submit your application including:

Resume
Cover letter

Responses to these scenarios:

Please respond to the following scenarios:

1. A customer has emailed twice about their order. They paid for express shipping 5 days ago, but their tracking hasn't updated in 3 days and shows the package still at the origin facility. They're demanding a full refund including shipping costs and threatening to dispute the charge with their credit card company. Draft your response and explain your reasoning.

2. You discover that 30% of our recent orders are being marked as delivered, but customers are saying they never received their packages. Our usual process of filing claims with the shipping carrier isn't working because they show as delivered. How would you investigate this issue, what steps would you take to resolve it, and how would you prevent it from happening again?

3. One of your customer service agents regularly misses their 24-hour response time targets, causing customer complaints. However, you notice they're routinely working 2-3 hours beyond their scheduled shift without approval. Their ticket resolution rate is high, but their response times remain slow. How would you address this situation with the agent? What specific changes would you implement to improve their performance while maintaining healthy work boundaries?

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