Shopify Ops & Customer Service Lead for YouTube Brand (Full-Time, High Ownership)

About Us

We are Golden Kobe Entertainment Ltd, a fast-growing UK-based brand behind the YouTube channel The Golden Kobe Family ---------- over 1m million followers across all platforms, and over 8 million monthly views and a loyal community, we’ve recently launched our own merch and ecommerce brand, and we’re just getting started.

We’re looking for a killer right hand ops person to take charge of all things Shopify and customer support.

Requirements
• At least 3 years of experience working with Shopify, including backend work, store setup, integrations, and editing site layout.
• Comfortable working with Shopify’s backend theme code (HTML/CSS).
• Experience setting up and managing upsells, discounts, product bundles, and Shopify apps.
• Must have 1+ year of experience in customer service, including handling chargebacks, returns, refunds, and dispute resolution.
• Able to write clear, professional emails to customers (no spelling/grammar issues).
• Highly organised and reliable, you’ll be the first person we rely on when something goes wrong.
• Obsessed with growth. We want someone who gives a damn and sees this role as a long-term opportunity, not just a paycheck.
• Able to spot issues before they become problems, and take ownership of tasks from start to finish.
• Must have great spoken and written English (you’ll be writing replies and working with UK/US customers).
• Must be confident analysing website performance: using tools like heatmaps, scroll depth, and time-on-site to suggest optimisations
• Understand how to improve conversion rates based on user behaviour insights
• Someone who’s available to check in 6 days a week, ideally in UK daytime hours.


What You’ll Be Doing
• Managing our Shopify store day-to-day (products, pricing, pages, integrations).
• Handling customer queries, refund requests, and disputes.
• Working with our email marketer and designer to make sure launches run smoothly.
• Keeping an eye on performance and spotting issues early (like failed orders, delivery delays, or bugs).
• Helping build and optimise our back-end systems as the brand grows.


TO APPLY FOR THIS ROLE, PLEASE SUBMIT:
1. A written summary (250–500 words) of:
• Your past Shopify experience
• What specific backend tasks you’ve handled (custom code? landing pages? integrations?)
• Any performance data you’re proud of (e.g. % increase in CVR, bounce rate improvements)
• A quick breakdown of a time you solved a tricky customer issue
2. Screenshots of:
• A Shopify store you’ve managed (showing admin backend or proof of involvement)
• Analytics tools you’ve used (e.g. heatmaps, GA4, Shopify analytics)
3. List any Shopify apps or integrations you’ve used and your familiarity with them.

This is a full-time role from the start (40 hours+/week), and you’ll be working directly with me to run and scale our merch brand.

Starting salary: 60,000–70,000 Php/month, depending on experience and performance.
For the right person, there’s clear room to grow into a 100,000 Php/month role quickly, we’ll review this within the first 2 months based on ownership, results, and initiative.
If you take ownership, deliver results, and become a true driver of this brand, there’s room to scale well beyond 100,000 Php/month.

Our YouTube channel: ----------
Website: ----------

This won’t be your typical application. We’re looking for someone serious, so we’re making the process reflect that. If you’re someone who thrives in high-growth, high-autonomy roles, this is your shot to build something huge from the inside.
We’re building something special here. If you’re serious, motivated, and ready to grow with us... apply now.