D2C Backoffice Analyst – E-commerce Operations

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

📋 Description

• The D2C Backoffice Analyst will be tasked with supporting and enhancing Direct-to-Consumer (D2C / e-commerce) operations within the North America region, ensuring a streamlined customer experience through efficient order management, payment processing, financial reconciliations, returns, refunds, and ongoing process enhancements.

• Oversee and validate orders, confirming accurate pricing, discounts, customer information, and product availability.

• Keep track of inventory levels, pending orders, and possible shipping delays.

• Assist with payment procedures by investigating transaction failures, declined payments, and issues related to payment gateways.

• Collaborate with processors like Braintree, Affirm, or similar, conducting analysis and troubleshooting as needed.

• Aid in fraud prevention initiatives and manage chargeback processes.

• Execute financial reconciliations, verify payments, and produce operational reports.

• Manage returns and refunds, analyzing metrics such as Return to Origin (RTO).

• Contribute to enhancements in e-commerce processes and the development of new digital channels, including marketplaces and gift cards.

⛳️ Requirements

• Proven experience in D2C e-commerce operations, covering order management, payment processing, inventory, and after-sales support.

• Understanding of payment gateways and refund/chargeback procedures.

• Background in financial reconciliation, chargeback management, and fraud prevention strategies.

• Familiarity with e-commerce platforms, preferably VTEX, and ERP systems such as SAP.

• Strong analytical abilities to generate reports and track KPIs.

• Advanced proficiency in English (required) for collaboration with international teams.

🏝️ Benefits

• 100% Remote

• Inclusive work environment