Employgic
Overview: We are seeking a highly organized, proactive, and detail-oriented Operations and Customer Support Manager to oversee and optimize customer support and logistical operations for our client. In this role, you will be the primary bridge between our customers and our operational workflows, ensuring a seamless end-to-end customer experience while scaling our internal processes. The ideal candidate possesses exceptional communication skills, a strategic mindset for designing repeatable workflows, and a proven track record of handling intricate e-commerce or logistical operations such as returns, chargebacks, and escalations. Key Responsibilities 1. Operational Workflow & Logistics Management Take full ownership of critical post-purchase operational workflows, including customer returns, product exchanges, and managing lost or delayed packages. Monitor, investigate, and systematically resolve payment chargebacks and disputes to protect company revenue. Coordinate closely with logistical partners and fulfillment channels to trace missing inventory or shipments. 2. Process Optimization & Documentation Evaluate existing operational bottlenecks and design efficient, repeatable, and scalable workflows. Draft comprehensive, step-by-step process documentation (SOPs) to establish a clear framework for operational standards. Continuously audit and iterate on documented processes to improve team efficiency and reduce customer friction. 3. End-to-End Customer Support Own customer conversations from initial inquiry through to complete resolution across various communication channels. Maintain a high standard of professional, empathetic, and timely communication with customers, ensuring brand alignment. De-escalate complex customer complaints with professionalism and a solution-oriented mindset. Skills and Qualifications: Experience: Proven experience in a Customer Support Management, Operations Management, or an equivalent dual role within an e-commerce environment. Time Zone Alignment: Absolute availability to work standard U.S. Pacific Time (PST) business hours (9:00 AM – 6:00 PM PST). Communication Skills: Fluent or native-level written and verbal English communication skills, with an ability to communicate professionally with international stakeholders and U.S. clients. Process Orientation: Demonstrated ability to design, map out, and document operational procedures (SOPs) from scratch. Problem-Solving: Strong analytical skills with the capability to investigate chargeback disputes and trace fulfillment anomalies. Tools & Setup: Reliable, high-speed internet connection, a quiet remote working environment, and proficiency with remote work tools, time logging, and collaboration software (e.g., Google Workspace, Wise). What We Offer Fully remote, work-from-home flexibility. Consistent, standard daytime schedule relative to the U.S. West Coast. Opportunity to take full ownership and implement infrastructure for a growing brand. Pay rate: $7.00 to $8.00 per hour, based on skill level. Benefits Work from home Application Question(s): This role requires strict adherence to U.S. Pacific Standard Time (9:00 AM – 6:00 PM PST), Monday to Friday. Are you 100% comfortable working overnight/evening hours in your local time zone to match this schedule? Which e-commerce platforms (e.g., Shopify, WooCommerce), Helpdesks (e.g., Gorgias, Zendesk), and fulfillment management tools are you most proficient in? Are you comfortable utilizing Wise and time-logging software for tracking hours and receiving payments? Experience: CS or Ops Management role within the E-commerce/Logistics : 3 years (Preferred) Work Location: Remote
Employgic
