Customer Experience & Operations Lead

We’re a fast-growing eCommerce brand dedicated to delivering exceptional customer experiences and running smooth, efficient operations. We’re looking for a proactive and detail-oriented Customer Experience & Operations Lead to oversee both our customer service and operational workflows. This role is key to ensuring our customers are supported every step of the way while our internal processes run seamlessly.
Role Overview:
 As the Customer Experience & Operations Lead, you’ll manage the full lifecycle of customer interactions and operational processes. You’ll be responsible for overseeing customer service across all channels, resolving issues with care and efficiency, and spotting opportunities to improve the customer journey. On the operations side, you’ll manage communication with vendors and factories, oversee order and return processes in Shopify, maintain accurate reporting, and coordinate with internal teams to meet deadlines. This role requires someone highly organized, customer-focused, and comfortable wearing multiple hats in a fast-paced eCommerce environment.
Key Responsibilities:
* Oversee customer support across email, live chat, and social media, ensuring inquiries are resolved quickly and with empathy.
* Manage order workflows, including tracking, returns, and exchanges, using Shopify and Gorgias/Commslayer.
* Identify trends in customer feedback and implement solutions to improve overall experience.
* Build and maintain knowledge of our products to provide helpful recommendations and troubleshooting.
* Manage communications with factories and vendors to ensure production timelines and quality standards are met.
* Oversee data entry, reporting, and analysis, including CSV imports, spreadsheets, and NetSuite data management.
* Coordinate with cross-functional teams to align operations and customer service priorities.
* Assist leadership with reporting, planning, and execution of operational initiatives.
* Maintain organized documentation for both customer service interactions and operational processes.
Qualifications:
* Proven experience overseeing customer service and/or operations in an eCommerce environment.
* Strong working knowledge of Shopify (orders, returns, product management).
* Hands-on experience with Gorgias or a similar helpdesk platform.
* Proficiency in Excel and Google Sheets with the ability to manage and analyze data.
* Excellent written and verbal communication skills; English fluency required.
* Highly organized, detail-oriented, and able to manage multiple priorities.
* Strong problem-solving skills and the ability to make decisions quickly.
* Availability to work 9 AM – 5 PM EST (New York, USA time zone).
Bonus Qualifications:
* Experience with NetSuite or other ERP systems.
* Background in vendor or factory communications.
* Familiarity with eCommerce logistics, shipping, and returns processes.
Why Work With Us:
* Join a growing food & beverage brand and have a direct impact across two core functions: operations and customer service.
* Work remotely from the Philippines while collaborating with an international team.
* Gain leadership-level exposure in both customer experience and operations.
* Opportunity for growth in a dynamic, fast-paced eCommerce environment.