Ecommerce Operations Specialist

We are seeking a highly organized Ecommerce Operations Specialist to own the day-to-day operational execution of our Shopify ecosystem, customer order lifecycle, and ecommerce administration across multiple brands.

This role is responsible for ensuring our ecommerce operations run smoothly by maintaining Shopify storefronts, coordinating order fulfillment, supporting product launches and promotions, managing operational workflows, and delivering an outstanding customer experience throughout the purchasing journey.

The ideal candidate combines strong Shopify operational knowledge with a proactive, systems-oriented mindset. Rather than simply responding to customer inquiries, they identify operational issues, improve workflows, maintain store accuracy, and ensure customers receive a seamless experience from purchase through fulfillment.

Success in this role requires someone who enjoys optimizing ecommerce operations, solving problems before they affect customers, and collaborating across marketing, fulfillment, and operations to keep the business running efficiently.

This is not a traditional customer support role. Customer service is one component of a broader ecommerce operations function focused on operational excellence and continuous improvement.

• Experience with Shopify subscription platforms such as Recharge or Skio

• Experience using CommentGuard or similar community management platforms

• Experience using AI tools such as ChatGPT, Claude, or similar platforms to improve operational efficiency

• Manage day-to-day Shopify administration across multiple storefronts

• Maintain accurate product listings, collections, pricing, discounts, and promotional campaigns

• Support product launches, merchandising updates, and storefront maintenance

• Ensure ecommerce content, product information, and customer-facing assets remain accurate

• Coordinate implementation of operational updates across Shopify and supporting ecommerce systems

• Monitor store health and identify operational issues affecting customer experience

• Coordinate order processing and fulfillment with warehouse and logistics partners

• Monitor order flow and proactively resolve fulfillment issues

• Manage refunds, exchanges, cancellations, and order adjustments

• Coordinate inventory-related updates and communicate stock issues when necessary

• Ensure customers receive accurate order information and timely delivery updates

• Respond to customer inquiries across email, social media, and community platforms

• Resolve product, order, shipping, billing, and account-related inquiries

• Escalate complex issues appropriately while maintaining a positive customer experience

• Identify recurring customer concerns and recommend operational improvements

• Maintain a consistently high standard of customer communication across all channels

• Develop and maintain SOPs, operational documentation, and workflow guides

• Maintain ecommerce dashboards, trackers, and operational reports

• Identify opportunities to automate or streamline recurring operational processes

• Collaborate with marketing, finance, and operations teams to improve cross-functional workflows

• Support special ecommerce projects as assigned

• 3+ years of experience supporting Shopify-based DTC ecommerce businesses

• Hands-on experience managing Shopify storefront operations, including products, collections, pricing, promotions, and order management

• Experience supporting ecommerce operations across the customer order lifecycle

• Experience coordinating fulfillment, shipping, inventory, or warehouse-related workflows

• Experience handling ecommerce customer support, including refunds, exchanges, shipping inquiries, and order issues

• Experience using Gorgias, Zendesk, Reamaze, Freshdesk, or similar customer support platforms

• Experience managing product catalogs, merchandising updates, or promotional campaigns within Shopify

• Experience supporting digital products, ecommerce subscriptions, or online customer experiences

• Strong understanding of DTC ecommerce operations and customer journey best practices

• Strong organizational skills with exceptional attention to detail

• Excellent written English communication skills

• Experience supporting fast-growing ecommerce businesses

• Experience using ecommerce analytics or reporting tools to identify operational improvement opportunities

• Ability to manage multiple operational priorities independently

• Strong problem-solving skills with a proactive, systems-oriented mindset