[Hiring] Operations Customer Experience Support Lead @Trafilea

Role Description

We’re looking for a Customer Operations Support professional to help deliver a seamless post-purchase experience for our customers. This role sits at the intersection of customer experience, logistics, and operations—ensuring orders are fulfilled smoothly, issues are resolved quickly, and customers feel supported at every step.

You’ll work closely with Customer Support, Fulfillment, and Production teams to solve problems, improve processes, and elevate the overall customer journey in a fast-paced apparel eCommerce environment.

What You’ll Do

• 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

Qualifications

• 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

Nice to Have

• Background in 3PLs and global shipping operations
• Knowledge of sizing, fit, and apparel-specific return challenges
• Experience with CX tools (Zendesk etc.)