Customer Experience & Operations Manager (Shopify Dropshipping) – Supplier + Fulfillment + Disputes + Trustpilot

About Us

We run multiple fast-growing fashion dropshipping brands on Shopify, promoted organically on TikTok. We treat our stores like real brands, not quick dropshipping projects.

One of our stores has a 4.6 Trustpilot rating with 270+ reviews, a strong base of returning customers, and an active community. A second store launched recently and is scaling fast.
We plan to launch multiple new stores this year following the same proven system.

We’re now looking for a senior, long-term Customer Experience & Operations Manager to take full ownership of fulfillment, supplier coordination, customer satisfaction, and brand reputation.

Your Mission

Your goal is simple but high-impact:

Own customer experience and operations so the founder can fully focus on growth, creative direction, and expansion.

This is not a basic customer support role.
You will manage systems, people, suppliers, and problems.

What You Will Own
Supplier & Fulfillment Operations

Manage and control multiple Chinese suppliers daily

Ensure each supplier only fulfills the products assigned to them

Prevent and resolve:

late shipments

wrong items

duplicate fulfillment

missing orders

Follow up firmly and consistently with suppliers using clear, simple English

Check supplier invoices, detect errors, and enforce corrections

Track supplier performance (speed, errors, reliability)

Coordinate supplier switches without fulfillment mistakes

Support margin improvement by:

collecting quotes

comparing suppliers

assisting negotiations

ensuring quality consistency

Customer Experience & Reputation

Supervise and improve customer support quality (managed through a CS VA)

Handle escalations and complex cases when needed

Own PayPal and card dispute management:

prevention

evidence submission

tracking win rates

Own Trustpilot reputation:

create a steady, compliant review flow

respond professionally to negative reviews

identify root causes behind bad feedback

Team & Systems

Directly manage our Customer Support VA

Build SOPs, trackers, and clear workflows

Prepare simple weekly reports on:

fulfillment performance

disputes

customer issues

Take over light Shopify admin and coordination tasks when bandwidth allows

Who This Role Is For

This role is for someone who:

Has real experience managing Shopify dropshipping operations

Is comfortable dealing with Chinese suppliers daily

Understands disputes, chargebacks, and reputation risk

Thinks in systems, not just tasks

Takes ownership and does not need micro-management

Wants a long-term role with growth

Requirements (Please Do Not Apply Without These)

Proven experience with Shopify dropshipping fulfillment (A–Z)

Experience communicating with Chinese / Asian suppliers

Proven experience handling PayPal disputes and chargebacks

Experience managing Trustpilot or public reviews for an e-commerce brand

Strong written English and professional communication

Strong Google Sheets skills (trackers, reports)

Comfortable managing at least one VA

Hours & Compensation

Full-time position

$7.50–$8.00/hr to start

Up to $9.00/hr for a very strong profile

Performance bonuses tied to:

fulfillment reliability

dispute reduction

review growth

Long-term role with growth as we launch new stores

How to Apply (Very Important — Follow All Steps)

Step 1 — Subject Line
Change your subject line to:
“I Will Own Your Operations — [Your First Name]”

Applications without this subject line will not be opened.

Step 2 — Short Written Introduction (4–6 sentences)
Briefly explain:

Your relevant experience

Why this role fits you

Why you’re looking for a long-term position

Step 3 — Resume

Step 4 — Loom Video (Required)
Record a Loom video (5–8 minutes max) answering the questions below.
This Loom must be made specifically for this job post.

How would you manage 3 suppliers to ensure they never fulfill the wrong products or double-fulfill orders in Shopify?

What evidence do you submit for PayPal “Item Not Received” disputes?

How would you create a steady Trustpilot review flow for a fashion brand without risking compliance issues?

Show or describe a tracker, SOP, or system you’ve built in the past.

Applications without a Loom will not be considered.