Customer Operations

Customer Operations Coordinator (eCommerce)


This role is customer-first and operations-focused. You’ll be handling emails and DMs, resolving order issues, and keeping the backend of the business running smoothly .

What you’ll be doing

Customer Experience

- Managing customer emails via Gmail and Instagram DMs in a clear, friendly, on-brand way

- Handling customer issues with empathy, confidence, and good judgement

- Managing complaints and tricky situations calmly and professionally

- Maintaining fast response times and high customer satisfaction

eCommerce & Operations

- Working daily inside Shopify (orders, customer profiles, refunds, notes)

- Resolving order issues and liaising directly with fulfilment partners

- Managing returns, refunds, delivery issues, and order amendments

- Supporting the smooth day-to-day running of the webshop

Flagging recurring issues and helping improve internal processes

This role is for you if

- You have hands-on eCommerce customer support experience

- You’ve worked directly with Shopify and Gmail before

- You’re confident handling unhappy customers and complex order issues

- You’re organised, detail-driven, and proactive

You communicate clearly and professionally, without sounding robotic

Important (please read)

Shopify experience is required

Gmail-based customer support experience is required

If you haven’t worked in an eCommerce customer operations role before, this role won’t be the right fit

The details

Full-time, remote role