CX & Operations Specialist

Permanent Employee, Full-time, Remote, EST Shift

Job Summary:

We are seeking a highly organized and detail-oriented CX & Operations Specialist to support customer experience operations, order fulfillment coordination, fraud monitoring, and dispute management across multiple e-commerce channels.

This role serves as a key bridge between Customer Experience, Operations, Supply Chain, and Fulfillment teams. The ideal candidate is proactive, data-driven, and operationally minded, with a strong focus on preventing issues before they impact customers.

You will help improve customer satisfaction, reduce fulfillment exceptions, minimize chargeback losses, and support operational excellence across platforms such as Shopify, Amazon, Walmart, TikTok Shop, and other sales channels.

Responsibilities:

  • Customer Experience Operations

    • Manage customer inquiries across email, chat, social channels, and marketplace messaging platforms

    • Resolve customer tickets efficiently using Gorgias and related CX systems

    • Support AI and automation initiatives including macros, workflows, tagging systems, and routing rules

    • Monitor CSAT, response times, ticket quality, and repeat contact drivers

    • Conduct ticket quality reviews and identify coaching opportunities

    • Maintain and improve CX SOPs, playbooks, templates, and escalation processes

    • Identify and document customer issues that may present legal or reputational risk

  • Fulfillment & Order Operations

    • Monitor order health across Shopify, Amazon, Walmart, TikTok Shop, and other marketplaces

    • Identify delayed, stuck, or exception orders before customer escalation occurs

    • Track fulfillment SLAs and proactively escalate risks related to inventory, shipping, and carrier performance

    • Coordinate with 3PL providers to resolve shortages, delivery issues, mis-ships, and fulfillment errors

    • Support refunds, replacements, order reconciliation, and exception management

    • Document operational issues and escalate recurring trends to Operations leadership

  • Fraud, Chargebacks & Disputes

    • Monitor fraud signals, dispute activity, and chargeback trends

    • Coordinate evidence gathering and documentation for dispute submissions

    • Maintain organized records of order data, tracking information, customer communications, and fulfillment documentation

    • Track chargeback win rates, fraud losses, dispute volumes, and related KPIs

    • Identify recurring fraud patterns and support root-cause investigations

    • Assist with process improvements that reduce chargebacks and prevent customer escalations

    • Partner with CX, E-commerce, and Operations teams to strengthen fraud prevention efforts

  • Reporting & Process Improvement

    • Prepare weekly and monthly operational reports

    • Track performance metrics related to CX, fulfillment, and dispute management

    • Identify operational inefficiencies and recommend process improvements

    • Support continuous improvement initiatives across customer support and operations functions

Requirements:

  • 2–4+ years of experience in Customer Experience, E-commerce Operations, Order Management, or a related role

  • Strong hands-on experience with Shopify and Gorgias

  • Experience supporting customers across multiple e-commerce channels

  • Familiarity with Amazon, Walmart Marketplace, TikTok Shop, or similar marketplace platforms

  • Understanding of fulfillment processes, shipping workflows, and 3PL coordination

  • Experience handling chargebacks, disputes, fraud prevention, or related operational processes

  • Strong analytical and problem-solving skills

  • Excellent written communication and documentation abilities

  • Advanced proficiency with Google Sheets or Excel

  • Strong attention to detail and organizational skills

  • Ability to work independently in a fast-paced remote environment

  • Comfortable collaborating cross-functionally with CX, Operations, E-commerce, Supply Chain, and Fulfillment teams

Apply now