Customer Success & Operations Specialist - Full Time

We're seeking a dedicated Customer Success & Operations Specialist to join our growing eCommerce team. This dual-role position combines customer-facing support with essential backend operations to help drive our business forward.

About This Role
As our Customer Success & Operations Specialist, you'll be the voice of our brand while also keeping our operations running smoothly behind the scenes. You'll handle customer inquiries across multiple channels, help convert leads into sales, and manage critical administrative tasks that support our daily operations.

Schedule: Monday - Saturday, 9:00 AM - 6:00 PM EST (45 hours/week)
Note: You must be available to work consistently during U.S. business hours.

Customer Success Responsibilities
- Handle inbound calls, texts, live chats, and emails from potential and existing customers
- Help customers select the right products and answer detailed product questions
- Follow up on leads, abandoned checkouts, and customer inquiries
- Create draft orders, quotes, and custom pricing in Shopify
- Coordinate with fulfillment team for delivery updates and order modifications
- Provide exceptional customer service that converts leads into sales
- Maintain detailed customer interaction records in our CRM system

Operations & Administrative Responsibilities
- Process and manage orders, returns, and refunds in Shopify
- Update inventory records and product information
- Generate sales reports and performance analytics
- Handle data entry and maintain accurate customer databases
- Support order fulfillment coordination and tracking
- Assist with various operational tasks and special projects as needed
- Maintain organized documentation of processes and procedures

Compensation
- Base Rate: $4-6 USD per hour (based on experience) **Can also do a flat salary fee, negotiable.
- Performance Commission: Earn percentage-based commissions on sales you directly influence through quotes, product consultations, and lead follow-ups
- Payment: Twice per month via Wise

Required Qualifications
- Experience: Minimum 2 years in customer service, sales, or eCommerce support
- Communication: Excellent written and spoken English with clear, professional communication skills
- Technical Skills: Proficient with Gmail, Slack, Shopify, Google Sheets, and CRM systems
- Work Environment: Quiet, professional workspace with reliable high-speed internet
- Availability: Must maintain consistent schedule during EST business hours
- Backup Power: Preferred due to reliability requirements

Preferred Qualifications
- Previous eCommerce or online retail experience
- Experience with order management systems
- Basic data analysis and reporting skills
- Familiarity with customer service metrics and KPIs
- Experience with multi-channel customer support platforms

What We're Looking For
We want someone who is naturally detail-oriented, enjoys helping customers solve problems, and thrives in a fast-paced environment. You should be comfortable switching between customer-facing tasks and behind-the-scenes administrative work throughout your day.

The ideal candidate is proactive, learns quickly, and takes ownership of both customer satisfaction and operational excellence.

Application Instructions
- To apply, please submit: Subject line GREEN DRAGON to ----------
1. Resume: Highlighting customer service and administrative experience
2. 2-3 minute loom video introduction showcasing your communication skills

*Please mention your experience with eCommerce platforms and any relevant tools in your application.
We're excited to find someone who shares our commitment to excellent customer service and operational efficiency. If you're ready to make a real impact on our growing business, we'd love to hear from you!