E - Commerce Operations & Customer Support Coordinator

Operations & Customer Support Coordinator

About the Role
We are a premium comfort footwear brand built for how people actually live — designing from the inside out with fit, feel, and function first. We sell direct to consumers and through wholesale partners across Europe and the USA. The product is in the market, the demand is real, and our international footprint is expanding. We are now building the operating discipline that helps a small team serve customers reliably without becoming slow or corporate.

This is a hybrid role that starts with hands-on customer support and back-office operations — and grows over time into a broader operations coordination scope. You will be precise, fast to learn, and uncomfortable leaving loose ends. You are joining as our first dedicated remote operations and support coordinator — the starting scope is deliberately focused and part-time, with real opportunity to grow as the business scales.

Work Structure & Requirements

Location: Remote / Virtual
Schedule: Part-time, 20–30 hours per week to start; expands only when the queue proves the need
Time Zone: HKT — reliable coverage of an agreed European shift is required
Compensation: $10 USD per hour + up to 5% quarterly performance bonus

Your First 90 Days

Run assigned customer support and order exception queues without missed follow-ups
Maintain accurate customer, order, shipment, and inventory data
Document the recurring workflows you operate
Reduce founder and Head of Operations involvement in routine status chasing
Produce a clean weekly open-items report with owner and deadline

Key Responsibilities

1. Customer Support (B2C & B2B)

Manage incoming B2C customer support tickets across ticketing software
Respond to order status, shipping, returns, exchanges, product, and sizing enquiries
Manage the customer order returns flow end-to-end
Support B2B retailer enquiries including order updates, delivery questions, and basic account support
Liaise with internal team members and 3PL partners to resolve order and fulfilment issues
Track and escalate more complex customer or retailer issues when required
Help identify recurring issues and suggest improvements to FAQs, templates, or support processes

2. Order & Data Management

Enter, check, and follow wholesale orders and customer data
Maintain Centra, Shopify, and operational files according to defined controls
Update ClickUp tasks, SOPs, and service-level trackers

3. 3PL & Logistics Coordination

Coordinate 3PL releases, shipment status, documents, claims, and returns
Follow up with Sales, Finance, and logistics partners until issues close
Collect evidence for live-order and quality incidents

4. Communication & Escalation

Follow up on open items and escalate exceptions early with the facts needed for a decision
Join short voice calls when an issue cannot be resolved accurately in writing
Produce a clean weekly open-items report with clear owners and deadlines

Required Skills & Experience

Experience: 1–3 years in operations, customer support, supply chain, wholesale customer service, e-commerce, or an equivalent high-detail environment
Customer Support: Experience managing customer tickets across email or a helpdesk platform (B2C and/or B2B); comfortable handling returns, order enquiries, and retailer communication
Systems: Strong spreadsheet and system discipline; ERP or e-commerce experience is useful; familiarity with Centra, Shopify, or ClickUp is a plus
Communication: Clear spoken and written English; Italian, German, French, or Spanish is a useful plus
Availability: Reliable coverage of an agreed European shift
Profile: Accurate, reliable, and proactive — takes full ownership of tasks, prioritises well, and knows what to solve independently vs. what to escalate early

How Success Is Measured
Quarterly variable pay (up to 5%) depends on order and data accuracy, response and closure SLAs, clean ClickUp handoffs, and early escalation of risks. Ticket volume alone is not a performance result.

To Apply
Please send your resume and a short introduction video.