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

• Supervise and enhance customer service operations, fulfillment coordination, and operational systems.

• Implement daily customer service activities across email, chat, and upcoming support channels.

• Handle customer escalations while ensuring an exceptional customer experience.

• Create and refine customer support workflows, standard operating procedures (SOPs), and frequently asked questions (FAQs).

• Assist in the recruitment, onboarding, and management of future customer support team members.

• Act as the operational link between customer support and fulfillment partners.

• Enhance processes related to orders, fulfillment, subscriptions, returns, and customer communication.

• Manage and optimize operational systems, including Gorgias and Sticky.io (CRM).

• A minimum of 3 years of experience in operations, ecommerce operations, customer experience operations, or support operations.

• Prior experience in a DTC or CPG ecommerce company is highly preferred.

• Experience working in fast-paced startup or high-growth settings.

• Proficient in managing operational workflows across customer service and fulfillment functions.

• This position is open to candidates located in LATAM, Africa, and Eastern Europe.

• Work during U.S. business hours.

Senior Operations Manager

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