E-commerce Backend Operations Manager (Shopify)

We’re looking for an Operations Manager to take full ownership of our backend operations and customer support performance across multiple international markets (US, Germany, Japan).
You will be responsible for ensuring that operations run smoothly, efficiently, and with high reliability — while leading a small team and continuously improving processes.

Your responsibilities
* Lead and manage the Customer Support team (3–5 agents)
* Own dispute & chargeback handling (execution or oversight)
* Manage and support key roles:
* Vendor Relations Specialist
* Parcel & Returns Specialist
* Oversee daily operations and ensure nothing slips through
* Monitor high-risk orders and address validation
* Support agents with quality and efficiency improvements
* Conduct 1-on-1s and manage team performance

Performance & Reporting
* Track and analyze team performance (quality, speed, output)
* Identify bottlenecks and improve processes
* Create clear weekly reports and MT-level insights
* Manage weekly freelancer payment administration

What we’re looking for
* Strong ownership — you take responsibility and follow through
* Highly organized and detail-oriented
* Proactive communicator — issues are raised early, not discovered later
* Experience with Shopify and e-commerce operations
* Comfortable managing remote teams
* Data-driven mindset with focus on efficiency and quality

What success looks like
* Operations run smoothly without constant oversight
* Issues are identified and solved before they escalate
* Team performance is clear, measurable, and improving
* Communication is proactive and structured

About us
We are a fast-growing e-commerce group with multiple brands, active in international markets. Our team is fully remote, lean, and focused on performance and ownership.