About the Client:
Our client is a fast‑growing, founder‑led DTC e‑commerce brand that sells high‑quality consumer products through Shopify. They are known for their warm, human approach to customer experience and their commitment to delivering a smooth, reliable post‑purchase journey.
The team is small, collaborative, and values people who take ownership, communicate clearly, and work independently. They move quickly, rely on trust, and expect team members to manage their responsibilities without close supervision after onboarding. The environment is calm, supportive, and built for people who enjoy solving problems, improving processes, and keeping operations running smoothly.
If you thrive in a hands‑on role, enjoy working directly with founders, and like being the person who “just gets things done,” you’ll feel at home with this client.
About the Role:
We’re looking for a calm, reliable, and highly independent operator — someone who takes ownership of their work, communicates clearly, and can manage day‑to‑day Shopify + post‑purchase operations without needing close supervision.
This is a hands‑on role inside Shopify, Gorgias, and with a 3PL. Not a call‑center CX job. Not a senior e‑commerce role. Not for someone who needs constant direction.
What You’ll Do:
Shopify Operations
• Edit orders (addresses, variants, quantities)
• Process refunds, partial refunds, replacements, cancellations
• Manage returns/exchanges
• Review orders daily to catch issues before they ship
• Update customer and subscription details
Customer Support (Gorgias)
• Respond to email/chat tickets with clear, calm, human communication
• Troubleshoot tracking issues, lost packages, wrong/damaged items
• Provide accurate, empathetic post‑purchase support
• Document issues and identify patterns
Fulfillment Coordination
• Communicate with the warehouse/3PL to resolve shipping problems
• Follow up on delayed or incorrect orders
• Ensure orders ship accurately and on time
• Flag recurring fulfillment issues and suggest improvements
Non‑Negotiables
Experience & Skills
• Experience in a DTC e‑commerce brand or similar environment handling post‑purchase operations (refunds, returns, replacements, fulfillment issues)
• Hands‑on Shopify Admin: refunds, returns, replacements, order edits - preferred
• Experience coordinating with a warehouse/3PL (third‑party logistics provider) to resolve shipping or fulfillment issues.
• Post‑purchase workflows (not pre‑sales or call‑center CX)
• Gorgias or similar ticketing platform- preferred
Behavior & Mindset
• Independent operator — able to work autonomously after onboarding
• Strong prioritization — manages workload without supervision
• Clear, concise communicator — no over‑explaining, no ambiguity
• Ownership mindset — no excuses, no deflection
• Proactive problem‑solver — anticipates issues and fixes them early
• Accountable — takes responsibility and follows through
• Steady, humble, reliable — founder‑friendly personality