Customer Experience & Operations Lead – Shopify Fashion Dropshipping

We operate and scale multiple fashion ecommerce dropshipping brands on Shopify, promoted organically on TikTok.

One of our brands has a strong reputation (Trustpilot 4.6 rating with hundreds of reviews), and we are expanding rapidly with additional stores planned this year.

Due to growth, we are strengthening our operations department with a senior profile focused on fulfillment reliability, supplier coordination, dispute management, and brand reputation.

This is a leadership-oriented role with real responsibility, autonomy, and a long-term perspective.

ABOUT THE ROLE

You will be responsible for owning and improving our Customer Experience + Operations systems.

This is not a basic customer support position.
You will manage the function, supervise a CS VA, and take full ownership of supplier coordination and operational execution.

Your responsibilities include:

Supplier & Fulfillment Operations

-Managing day-to-day communication with multiple Chinese suppliers
-Ensuring each supplier fulfills only the SKUs they are responsible for (preventing wrong or duplicate fulfillment)
-Following up on delayed shipments and enforcing fulfillment standards
-Resolving supplier mistakes inside Shopify (wrong items, missing items, fulfillment confusion)
-Monitoring supplier performance (speed, error rate, reliability)

Invoice Control & Accuracy

-Ensuring suppliers send invoices on time
-Checking invoices for errors, reporting issues, and enforcing corrections
-Following up persistently with suppliers who are slow or inconsistent

Margin & Product Operations Support

-Collecting supplier quotes when needed and supporting margin optimization
-Coordinating supplier switches without creating duplicate shipments or missed orders
-Supporting quality control when customers report product issues (finding better-quality versions through suppliers)

Customer Experience, Disputes & Reputation

-Supervising and improving customer support quality through our CS VA (you do not need to handle every ticket)
-Handling high-value escalations when needed (refunds, replacements, complex cases)
-Managing disputes and chargebacks (PayPal + card disputes) and improving win rates
-Monitoring trends that lead to disputes and reducing dispute risk through prevention

Owning Trustpilot reputation

-Building a consistent positive review flow
-Responding professionally to negative reviews
-Identifying root causes behind negative feedback

Systems & Reporting

-Creating, improving, and enforcing SOPs across operations and customer experience
-Defining, tracking, and reporting KPIs related to:
fulfillment performance
supplier reliability
refunds/disputes
customer satisfaction and reviews

This role requires judgment, structure, and the ability to make decisions independently.

REQUIREMENTS (IMPORTANT)

You should have:
-Strong experience in ecommerce operations (Shopify) — dropshipping experience is highly preferred
-Hands-on experience managing suppliers (ideally Chinese/overseas suppliers)
-Strong understanding of Shopify order management and fulfillment workflows
-Experience handling disputes and chargebacks (PayPal + card disputes)
-Understanding of refund decision-making and dispute prevention
-Experience managing Trustpilot or public review platforms for an ecommerce brand
-Strong reporting, documentation, and SOP-building skills
-Ability to supervise and improve the work of a customer support VA
-Strong written English and clear communication

We are looking for someone reliable, structured, calm under pressure, and comfortable taking ownership of this function.

WHAT WE OFFER

-Hourly rate: 8.0 USD/hour (based on experience)
-Possibility to start higher (up to 9 USD/hour) for a very strong profile
-Performance-based bonuses (based on fulfillment reliability, dispute reduction, and review growth)
-Full-time long-term remote role with stability
-Opportunity to grow into a senior leadership position as we launch more stores

We value long-term collaboration and treat our tea ---------- mbers with respect and consistency.

HOW TO APPLY (PLEASE READ CAREFULLY)

To apply, please:
1) Change your application subject to:
"I want to work for you O"
2) Send your CV
3) Send a Loom video (3–5 minutes)

In your Loom, please explain:
-Your experience managing Shopify order processing and supplier coordination
-How you prevent wrong fulfillment / duplicate fulfillment when working with multiple suppliers
-How you handle PayPal disputes (especially “Item Not Received”) and what evidence you submit
-How you approach Trustpilot to generate steady reviews and manage negative feedback professionally
-One example of a system / tracker / SOP you created that improved operations or reduced errors

Applications that do not follow these instructions will not be reviewed.