Customer Experience Operations Support Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and resolve issues related to customer orders (delays, returns, exchanges, refunds, replacements)

• Serve as a liaison between Customer Support and Operations (warehouse, 3PLs, suppliers)

• Monitor the order process and proactively identify any fulfillment or delivery challenges

• Analyze the root causes of customer complaints and implement effective solutions

• Assist in the returns and exchanges process, ensuring efficiency and customer satisfaction

• Track and report on essential metrics (delivery times, return rates, issue resolution times)

• Contribute to the improvement of SOPs and workflows to minimize friction and errors

• Work collaboratively with CX teams to ensure consistent communication and tone

⛳️ Requirements

• 4 years of experience in customer operations, support, or eCommerce operations

• Experience in eCommerce is highly preferred

• Familiarity with order management systems (e.g., Shopify, NetSuite, or similar)

• Strong problem-solving abilities with keen attention to detail

• Capability to manage multiple priorities in a fast-paced setting

• Data-driven approach—comfortable working with metrics such as SLA, return rates, etc.

• Excellent English communication skills (both written and verbal)

• Experience collaborating across functions with logistics, warehouse, or production teams

🏝️ Benefits

• 100% Remote

• Competitive salary in USD

• Paid time off

• Dynamic, diverse, and talented global team