E-commerce Customer Support & Order Operations Specialist (Shopify + Zendesk)

E-commerce Operations & Customer Support Manager (Shopify + Zendesk) Nelux Cosmetics is a fast-growing beauty brand looking for a proactive and highly organized E-commerce Operations & Customer Support Manager to take ownership of our post-purchase operations. This is not a basic customer service role. We are looking for someone who can independently manage customer support, monitor orders, communicate with our warehouse, handle chargebacks, and proactively solve problems without constant supervision. Responsibilities Customer Support Manage customer support through Zendesk. Respond to customer inquiries regarding orders, shipping, replacements, refunds, and delivery issues. Maintain excellent response times and customer satisfaction. Shopify Order Management Review all orders daily. Monitor orders that are delayed, stuck in transit, or experiencing delivery issues. Investigate shipping exceptions and provide updates to customers. Identify trends and recurring operational issues. Warehouse & Logistics Communication Communicate directly with our warehouse team. Be active in our WhatsApp operations group. Follow up on delayed shipments, missing packages, replacements, fulfillment issues, and tracking problems. Provide clear updates and ensure issues are resolved promptly. Chargebacks & Disputes Manage chargebacks from start to finish. Gather evidence and submit dispute responses. Monitor dispute outcomes and help reduce future chargebacks. Operations Ownership Take full ownership of post-purchase operations. Proactively identify and resolve issues before they become customer complaints. Keep communication flowing between customers, warehouse, and management. Ensure smooth day-to-day operations without requiring constant follow-up. Requirements Previous Shopify experience. Previous Zendesk experience. Strong written English. Experience handling shipping and logistics issues. Experience managing chargebacks and disputes. Experience communicating with warehouses or fulfillment centers. Highly organized and detail-oriented. Strong problem-solving skills. Ability to work independently and take ownership. Schedule Monday to Saturday. Long-term position. Daily monitoring of customer support and order operations is required. To Apply, Please Answer: Describe your experience with Shopify and Zendesk. Have you handled chargebacks before? Please explain. Have you worked directly with warehouses or fulfillment centers? How would you handle 20+ delayed shipments at the same time while keeping customers informed and reducing chargebacks? Describe a situation where you solved a logistics or shipping issue without supervision. Why are you a good fit for this role? We are looking for someone who takes initiative, communicates proactively, and can manage operations with minimal supervision. To confirm that you have carefully read the entire job description, please start your application with the following code: ESMERALD Applications that do not include this code at the beginning of the proposal may be automatically rejected.