E-commerce Operations & Customer Success Manager (Remote)

About the Role

We’re looking for a proactive, highly organised Operations & Customer Success Manager to become a key member of our growing UK-based, international fashion business.

This is primarily an e-commerce operations role with a strong customer service element. You’ll take ownership of the day-to-day running of our online sales operations across Shopify, multiple marketplaces, fulfilment partners and customer service channels. You’ll take ownership of our day-to-day operational processes, ensuring customers receive exceptional service while keeping orders, marketplaces and fulfilment running smoothly.

This role is ideal for someone who enjoys solving problems, working independently and taking initiative rather than waiting for instructions. You’ll be trusted to make decisions, identify improvements and help optimise our operations as the business continues to grow.

Key Responsibilities

• Manage customer enquiries across email, marketplaces and other customer channels.

• Resolve customer issues, including returns, refunds, exchanges, delivery queries and complaints.

• Monitor marketplace accounts to ensure service levels and performance standards are maintained.

• Process and oversee orders across multiple sales channels.

• Liaise daily with our third-party fulfilment warehouse regarding orders, stock and returns.

• Work with couriers to investigate delivery issues, submit claims and resolve shipping problems.

• Monitor inventory issues and investigate exceptions where orders have not been dispatched correctly.

• Maintain accurate product information across Shopify and marketplace listings.

• Upload new products into Shopify using provided product information, completing remaining fields accurately using sound judgement.

• Prepare spreadsheets, reports and product exports for new marketplace integrations.

• Assist with onboarding new marketplaces and operational projects.

• Analyse customer service and operational performance, identifying opportunities to improve efficiency and reduce errors.

• Support the Founder with day-to-day operational tasks and business administration.

Requirements

• 1+ years’ hands-on experience in e-commerce operations is essential, ideally working with Shopify, online marketplaces and third-party fulfilment. Candidates with customer service experience alone are unlikely to be suitable. 

• Excellent written and spoken English with strong grammar and professional written communication.

• Strong attention to detail with excellent organisational skills.

• Proven ability to work independently and manage competing priorities.

• Confident in making decisions and using initiative without requiring constant guidance.

• Strong problem-solving ability and a proactive mindset.

• Experience working with fulfilment warehouses and third-party logistics providers.

• Good understanding of online order management, returns processes and customer service best practices.

• Comfortable learning new software and online systems quickly.

• Professional, customer-focused approach with the ability to represent the brand confidently.

Essential Experience

• Minimum 2 years’ experience in an e-commerce operations role.

• Experience working with Shopify.

• Experience managing orders across multiple online sales channels.

• Experience supporting online marketplaces such as Amazon, eBay, Debenhams, TikTok Shop or Mirakl.

• Experience liaising with third-party fulfilment providers and couriers.

• Comfortable using spreadsheets and operational reporting.

• Strong understanding of online retail operations and customer fulfilment.

Who Will Thrive in This Role

The ideal candidate is someone who:

• Takes ownership rather than waiting for instructions.

• Thinks ahead and identifies problems before they become issues.

• Is naturally organised and enjoys creating structure.

• Is comfortable managing multiple priorities simultaneously.

• Can investigate issues thoroughly and follow them through to resolution.

• Balances excellent customer service with commercial judgement.

• Works quickly while maintaining exceptional accuracy.

Working Hours

• Full-time

• Working hours aligned with UK business hours

What We Offer

• Fully remote working.

• Salary £1,200-£1,600 (to be confirmed)

• Opportunity to join a rapidly growing international fashion brand.

• Significant responsibility and ownership from day one.

• Direct exposure to the Founder and key business decisions.

• Long-term career progression as the business continues to expand.