What You’ll Do
Customer Experience & Communications
● Deliver exceptional customer support across email, SMS, and other customer-facing
channels.
● Respond to customer enquiries with professionalism, empathy, and attention to detail.
● Communicate order updates, delays, inventory issues, and resolutions clearly and
proactively.
● Maintain a polished and professional communication style, ensuring all customer
interactions reflect the brand.
Logistics & Operations Coordination
● Monitor order fulfilment and shipping progress across the supply chain.
● Proactively investigate delayed, missing, or problematic orders.
● Liaise with warehouses, suppliers, and logistics partners to obtain updates and resolve
issues.
● Identify and escalate inventory discrepancies, stock shortages, overselling concerns,
and fulfilment bottlenecks.
● Serve as the operational link between customer-facing activities and backend business
functions.
Inventory & E-commerce Operations
● Monitor inventory levels and flag low-stock or at-risk products.
● Assist with inventory planning and re-order coordination.
● Support Shopify operations, including:
○ Product creation and updates.
○ Product descriptions and merchandising.
○ Seasonal merchandising and promotional updates.
○ Basic website and landing page maintenance.
● Ensure product information, inventory status, and customer-facing messaging remain
accurate and up to date.
Project Management & Process Improvement
● Own follow-ups and ensure action items are completed across teams.
● Track ongoing projects and operational priorities.
● Surface risks, blockers, and opportunities before they impact customers.
● Help build and improve systems, processes, and workflows as the business grows.
● Maintain clear reporting and visibility on operational performance and key priorities.
Founder & Team Support
● Assist leadership with operational initiatives and special projects.
● Organize information and ensure priorities remain aligned.
● Support cross-functional communication between customer service, operations,
marketing, and leadership.
● Provide recommendations and insights based on recurring customer and operational
trends.
● Strong problem-solving abilities and a proactive mindset.
Highly Desirable
● Experience working with inventory management, fulfilment, logistics, or supply chain
operations.
● Previous experience supporting a founder-led or entrepreneurial business.
● Experience running a business, side hustle, or entrepreneurial venture.
● Familiarity with Shopify, Google Workspace, Slack, Trello, Asana, or similar tools.
● Experience creating reports, dashboards, and operational performance summaries.
What We’re Looking For
Required Skills & Experience
● 3+ years of experience in customer operations, e-commerce operations, project
coordination, account management, or a similar role.
● Experience working within a fast-paced e-commerce or direct-to-consumer (DTC)
business.
● Strong understanding of Shopify and e-commerce operations.
● Excellent written and verbal English communication skills.
● Proven ability to manage multiple priorities and work independently.
● Exceptional attention to detail and organizational skills.