Customer Support Operations Specialist
Customer Support Operations Specialist
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Monthly Salary
23000 - 37000
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
About the Client:
At GrapheneX we create innovative highperformance apparel for adventurers
worldwide. As a fastgrowing ecommerce brand we pride ourselves on exceptional
customer experiences. We re looking for a detailoriented Customer Support &
Operations Specialist to join our small dynamic team and support our Customer
Support Lead in managing order fulfillment logistics and customer communication.
Job Summary:
You ll work closely with our Customer Support Lead to ensure smooth operations from
processing orders to resolving customer inquiries. This remote role is ideal for someone
who thrives in both operational and customerfacing tasks loves organizing data and
wants to contribute to a team that values collaboration and problemsolving.
Job Responsibilities:
1. Order Fulfillment & Logistics
Assign tracking numbers coordinate shipping via our Hong Kong/China
warehouse portals and process returns.
Input and update order data in Shopify Gorgias and crowdfunding platforms
(e.g. Kickstarter).
Monitor inventory movement and flag discrepancies to the team.
2. Customer Ticket Management
Respond to customer inquiries related to order status shipping updates and
returns via Gorgias (training provided).
Escalate complex issues to the Customer Support Lead while maintaining clear
communication with customers.
Document recurring issues and suggest process improvements to reduce future
tickets.
3. Workflow Optimization
Maintain organized records in Excel/Google Sheets and streamline processes in
Notion.
Prepare weekly/monthly reports on order status shipping timelines and ticket
trends for team review.
Proactively identify bottlenecks in fulfillment or communication (with guidance
from the team).
You ll Work Closely With
Customer Support Lead (your direct manager).
Warehouse and logistics teams to resolve shipping delays or inventory issues.
Requirements
4 5 years of experience in customer support/operations preferably in e
commerce.
Tech adaptability: Quick learner of new platforms (Shopify Gorgias Notion). No
prior experience required just confidence to ask questions!
Organizational mastery: Strong Excel/Google Sheets skills for data tracking and
reporting.
Basic shipping knowledge: Familiarity with terms like DDP/DDU (training
provided).
Customerfirst mindset: Clear empathetic written English to resolve tickets and
collaborate with the team.
Team Culture Fit
Respectful of existing processes and leadership.
Collaborative and humble you re here to support not replace the current
team.
Comfortable working independently but values feedback and teamwork.
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Workfromhome and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
4 5 years of experience in customer support/operations, preferably in e- commerce. Tech adaptability: Quick learner of new platforms (Shopify, Gorgias, Notion). No prior experience required just confidence to ask questions! Organizational mastery: Strong Excel/Google Sheets skills for data tracking and reporting. Basic shipping knowledge: Familiarity with terms like DDP/DDU (training provided). Customer-first mindset: Clear, empathetic written English to resolve tickets and collaborate with the team. Team Culture Fit Respectful of existing processes and leadership. Collaborative and humble you re here to support, not replace, the current team. Comfortable working independently but values feedback and teamwork.
Employment Type
Full Time
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