E-commerce Brand Manager

Customer Support & Community Manager — Supplement / Wellness Brand (Remote) We're a growing wellness supplement brand selling across Shopify, TikTok Shop, and Amazon. We need someone who can own the entire customer-facing operation so nothing slips through the cracks. This isn't a "check emails once a day" role. You'll be the frontline across every channel, every day. What you'll own: Customer Support Handle all inbound customer messages: order status, returns, refunds, product questions Cover Shopify, Amazon buyer-seller messaging, and TikTok Shop customer messages Keep responses fast, warm, and on-brand. You're representing us directly Social & Community Moderation Monitor comments daily across Facebook, Instagram, and TikTok (organic posts, ads, and videos) Kill spam, hide trolls, remove anything harmful or off-brand Reply to real customer questions in comments Flag anything that needs escalation Order & Fulfillment Oversight Track fulfillment across Shopify, TikTok Shop, and Amazon (FBA + FBM) Catch delays, stuck orders, and shipping issues before they become customer complaints Monitor Amazon account health (late shipment rate, ODR, policy warnings) Coordinate with our supplier/3PL when something needs fixing Proactive Reporting Flag refund spikes, recurring complaints, negative review patterns, and channel policy risks Surface root causes so we can fix problems, not just respond to them You're a fit if you have: Hands-on experience with Shopify, Amazon Seller Central, and TikTok Shop Seller Center Background moderating social comments for a brand running paid ads Working knowledge of Amazon account health metrics and FBA/FBM workflows Experience with help desk tools (Gorgias, Zendesk, or similar) Sharp written English and fast turnaround Reliability and judgment. You'll be speaking for the brand Hours: Daily coverage required across all channels. We'll align on schedule and time zone. To apply, tell us which of these platforms you've worked with directly and for how long.