Operations & Customer Experience Coordinator

# Operations & Customer Experience Coordinator (Part-Time)

**Location:** Remote

**Hours:** 20–30 hours per week (Monday–Friday)

**Schedule:** Must be available to begin work before **9:00 AM Pacific Time**. We prefer someone who can start earlier so customer issues and priorities are organized before our team begins the workday.

## About Us

We are a fast-growing Shopify e-commerce company specializing in premium hair extensions. We're looking for a highly organized, detail-oriented tea ---------- mber who enjoys solving problems, communicating with customers, and improving processes.

This is more than a typical customer service role. You'll become an important part of our daily operations by helping keep customer support, shipping issues, refunds, and reporting organized.

## Responsibilities

* Respond to customer emails professionally and efficiently.
* Answer general questions about orders, products, shipping, and processing times.
* Manage refund requests according to company policy.
* Record need-by dates and important order notes in ShipStation.
* File and manage UPS claims for lost or damaged shipments.
* Monitor shipment tracking and proactively assist customers.
* Maintain logs for refunds, complaints, escalations, and shipping claims.
* Identify recurring customer issues and recommend improvements.
* Prepare a daily **Items Needing Owner Review** report.
* Prepare a weekly customer support summary.
* Follow company SOPs and document new situations as they arise.

## Requirements

* Excellent written English.
* Previous customer support experience.
* Experience with Shopify.
* Experience with ShipStation (preferred).
* Comfortable learning new software and processes.
* Strong attention to detail.
* Excellent organizational skills.
* Able to work independently with minimal supervision.
* Professional, empathetic communication style.
* Reliable internet connection and computer.

## Bonus Qualifications

* Experience filing UPS claims.
* Experience with Gorgias, Zendesk, Gmail, or other help desk software.
* Experience supporting Shopify brands with high order volume.
* Process improvement or operations experience.

## What Success Looks Like

* Customer emails are answered promptly.
* The support inbox stays organized.
* Refunds and complaints are tracked accurately.
* ShipStation notes are consistently updated.
* UPS claims are handled without constant supervision.
* Daily owner reports clearly identify only the issues requiring management decisions.
* You help improve our systems—not just respond to customers.

## To Apply

Please include:

1. A brief introduction about yourself.
2. Your customer support experience.
3. Your experience with Shopify and ShipStation.
4. Your availability (including your time zone).
5. Your hourly rate.
6. A short example of how you would respond to an upset customer whose order is delayed.