Smart Home Fitness Customer Service & Admin Manager (Shopify | Systems | Automation)

About FITHUB

FITHUB is a U.S.-based fitness equipment company selling high-end smart home gym machines direct-to-consumer.
We sell primarily through Shopify and handle customers across the U.S.

This role is central to the business. You will manage customer communication after the sale, keep operations organized, and help build systems so things run cleaner and faster as we scale.

The Role

We’re looking for a reliable, detail-oriented Customer Service & Admin Manager who can fully own customer support and after-sales operations.

This is not a call-center role. You’ll be managing email, Shopify orders, shipping updates, warranties, and internal systems.

You’ll also help build and improve workflows, automation, and documentation so the business stays organized as volume increases.

Key Responsibilities

Customer Service (Primary)

Respond to customer emails quickly and clearly with great customer service

Handle post-purchase questions, shipping updates, delays, and follow-ups

Manage warranty requests, replacements, and basic troubleshooting coordination

Handle returns, cancellations, and order changes according to company policy

Maintain a professional, calm tone with customers at all times

Shopify & Order Management

Manage Shopify orders and customer records

Update order statuses and notes

Coordinate with shipping and logistics partners

Track issues until fully resolved

Admin & Operations

Keep customer records, SOPs, and internal documentation organized

Help build and maintain helpdesk workflows (Gmail, Zendesk, Zapier, GHL, or similar)

Implement automations where possible (email templates, tagging, follow-ups)

Flag recurring issues and suggest process improvements

Systems & Automation

Help streamline customer service workflows

Improve response templates and internal processes

Organize files, trackers, and SOPs

Assist with CRM or workflow tools if applicable

Requirements

Strong written English (clear, professional, natural)

Proven Shopify experience

Prior customer service or admin experience (eCommerce preferred)

Organized, detail-oriented, and proactive

Comfortable handling upset or frustrated customers calmly

Experience with automation tools or systems is a big plus

Ability to work U.S. business hours (or overlap at least 4–6 hours)

Nice to Have (Not Required)

Experience with logistics or freight shipping

Helpdesk tools (Zendesk, Gorgias, Freshdesk)

CRM, or automation tools

SOP building experience

What This Role Is Not

Not sales

Not cold calling

Not a basic VA doing random tasks

This role has ownership and responsibility.

How to Apply

Please include:

Your Shopify experience

Your customer service background

Tools you’ve used (Shopify, helpdesk, automation, etc.)

Why you think you’re a good fit for this role