E-commerce Operations Support Specialist

We are searching for an efficient E-commerce Operations Support Specialist to assist with customer service and backend e-commerce tasks for our established U.S.-based footwear brand. This role offers the opportunity to ensure a seamless post-purchase experience, managing customer inquiries, returns, and exchanges with accuracy, all while maintaining high operational standards.

Key Responsibilities

• Handle customer inquiries related to fit, materials, and product details with a professional, premium tone
• Oversee the full cycle of returns and exchanges using Shopify and ShipStation
• Coordinate with our 3PL warehouse to manage order changes before cutoff times
• Maintain an accurate Master Knowledge Spreadsheet (Excel/Google Sheets) to track data
• Enhance the AI Knowledge Base to support consistent and brand-aligned customer service
• Monitor operations for potential issues and proactively resolve any bottlenecks