Operations Customer Experience Support Lead - Remote

Overview

Trafilea is a Consumer Tech Platform for Transformative Brand Growth. We’re building the AI Growth Engine that powers the next generation of consumer brands.

In Short

• 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.

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.

Benefits

• 100% Remote work.
• USD competitive salary.
• Paid time off.
• Be part of a dynamic, diverse, and talented global team.