Operations Customer Experience Support Lead

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

📋 Description

• Oversee and address customer order issues, including delays, returns, exchanges, refunds, and replacements.

• Serve as a liaison between Customer Support and Operations, including warehouse, 3PLs, and suppliers.

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

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

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

• Track and report key metrics such as delivery times, return rates, and issue resolution times.

• Contribute to the enhancement of SOPs and workflows to minimize friction and errors.

• Work in collaboration with CX teams to maintain consistent communication and tone.

⛳️ Requirements

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

• Experience in the eCommerce sector is strongly preferred.

• Familiarity with order management systems such as Shopify, NetSuite, or similar platforms.

• Strong problem-solving abilities with a keen attention to detail.

• Capability to manage multiple priorities in a dynamic, fast-paced environment.

• A data-driven approach, comfortable working with metrics like SLA and return rates.

• Excellent English communication skills, both written and verbal.

• Proven experience working collaboratively across logistics, warehouse, or production teams.

🏝️ Benefits

• Fully remote work environment.

• Competitive salary in USD.

• Paid time off is provided.

• Flexible work arrangements available.