Customer Experience Operations Support Lead
New
Philippine-BasedFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 4 years of experience in customer operations, support, or eCommerce operations
- Required Skills
- Data AnalysisShopifyNetSuiteZendesk
Requirements
- 4 years of experience in customer operations, support, or eCommerce operations
- Experience in eCommerce (strongly preferred)
- Familiarity with order management systems (e.g., Shopify, NetSuite, or similar)
- Strong problem-solving skills with attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Data-driven mindset—comfortable working with metrics like SLA, return rates, etc.
- Excellent English communication skills (written and verbal)
- Experience working cross-functionally with logistics, warehouse, or production teams
Responsibilities
- Manage and resolve customer order issues (delays, returns, exchanges, refunds, replacements)
- Act as a bridge between Customer Support and Operations (warehouse, 3PLs, suppliers)
- Monitor order flow and proactively identify fulfillment or delivery issues
- Investigate root causes of customer complaints and drive solutions
- Support returns and exchanges processes, ensuring efficiency and customer satisfaction
- Track and report on key metrics (delivery times, return rates, issue resolution time)
- Help improve SOPs and workflows to reduce friction and errors
- Collaborate with CX teams to ensure consistent communication and tone
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