eCommerce CX & Operations Manager

Remote | Must work U.S. Eastern Time hours | $12–18/hr USD depending on experience

About the role

We're a growing Shopify DTC brand. We're hiring one person to build our customer experience function, keep our Shopify catalog accurate and current, and manage our day-to-day relationship with our 3PL.

This is a builder role. The helpdesk exists (Gorgias, including an AI agent) but the function — the team, the playbook, the standards — is yours to create. We use AI daily (Claude is part of our stack) and expect you to use it the same way: drafting, documenting, and automating repetitive work.

What you'll own

The CX function
> Build it: hire, train, and manage a small remote support team as we grow — starting hands-on in the queue yourself
Run Gorgias as a system: macros, rules, tagging, SLAs, AI agent configuration, and reporting
> Set the standard: brand voice in every reply, documented SOPs for every scenario, escalation paths that don't route through the founder
> TikTok Shop CX: platform SLAs, disputes, seller-score protection

The Shopify catalog — you are the source of truth
> Upload and edit products: titles, descriptions, images, variants, pricing, tags, collections
> Keep the catalog accurate: if it's wrong on the site, it's yours to catch and fix
> Execute launches and updates handed to you by the founder/marketing — quickly, completely, and without errors


The 3PL relationship
> Day-to-day liaison with our 3PL via ShipHero: order holds, address changes, returns, and shipment issues chased to resolution
> Investigate inventory discrepancies between Shopify and the warehouse and get the counts corrected
> Flag fulfillment problems (delays, packaging, receiving errors) early — with what happened, what you did, and what you need


Weekly reporting — you keep leadership informed without being asked
> Deliver a weekly CX + operations report covering: tickets opened/closed and resolution times, CSAT, orders shipped and delivered, recurring product issues (defects, sizing, damage-in-transit patterns), returns, and open fulfillment problems with their status
> Numbers plus judgment: not just what happened, but what's trending, what you fixed, and what needs a decision from leadership
> Use Claude and the reporting built into Gorgias/Shopify/ShipHero to produce this efficiently — the report should take you an hour, not an afternoon


How we measure success
> CX: first-response and resolution times within SLA, CSAT, and recurring ticket types reduced through better macros, help content, and SOPs.
> Catalog: zero-error product listings and fast turnaround on uploads and edits.
> Fulfillment: issues resolved without founder involvement, and inventory counts we can trust. Reporting: a weekly report delivered on time, every week, that leadership can act on without asking follow-up questions.

Requirements
> Experience running customer support for a Shopify eCommerce brand, including hiring or training support staff
> Builder-level Gorgias experience: rules, automations, tagging, AI agent — not just replying to tickets
> Hands-on Shopify catalog work: you've personally created and edited products, variants, and collections
> Experience working with a 3PL or warehouse (ShipHero strongly preferred)
> Experience producing regular reports for leadership (CX and/or operations metrics)
> Daily, practical use of AI tools in your real work
> Excellent written English — this is a writing-heavy role
> Reliable availability during U.S. Eastern business hours


How we hire
Application form ? short interview ? paid practical exercise using realistic scenarios from our actual store ? reference checks.

Please note: when the application form asks where you heard about this role, answer "Joy" — this helps us track applications correctly. We verify everything claimed in the application during the interview and exercise, so be precise about what you personally did versus what your team did.

APPLY HERE: ----------