Operations and Customer Service Associate

About the Role:

A proactive and dependable Operations & Customer Service Associate to support the day-to-day operations and customer experience of our e-commerce brand. This role requires strong communication skills, excellent organization, and the ability to manage multiple customer interactions and logistics tasks efficiently.

The ideal candidate is detail-oriented, customer-focused, and comfortable working across platforms such as TikTok, Instagram, and internal order systems. You’ll play a key role in ensuring smooth coordination between customers, our fulfillment team, and social channels — keeping operations efficient and customers happy.

Key Responsibilities:

Customer Communication & Support

• Respond to customer inquiries and return/refund requests through TikTok Shop, email, and other messaging platforms.
• Provide timely, professional, and friendly responses to ensure a positive customer experience.
• Manage and track communication threads to ensure all concerns are properly resolved.
• Handle inquiries about order status, shipping, and product details with accuracy and clarity.

Order & Fulfillment Coordination

• Coordinate daily with our third-party logistics (3PL) partner to ensure orders are shipped out correctly and on time.
• Monitor fulfillment queues and confirm that order processing is completed each day.
• Assist in resolving lost or unreceived package issues by investigating customer concerns and coordinating with 3PL for resolution.
• Maintain up-to-date order and tracking information across platforms.

Social Media Engagement (Optional but Preferred)

• Respond to direct messages (DMs) and comments on the brand’s TikTok and Instagram accounts.
• Maintain a consistent and professional brand voice in all communications.
• Support the team in building community engagement and addressing customer concerns in real time.

Administrative & Operations Support

• Track and document customer cases and resolutions for internal reporting.
• Communicate recurring issues or logistics delays to the operations team.
• Ensure all operational records and customer communications are properly logged and organized.
• Assist with other ad hoc tasks to improve workflow efficiency between the customer service and operations teams.

Qualifications & Ideal Traits:

• Proven experience in customer service, e-commerce operations, or order management.
• Strong written and verbal communication skills in English.
• Experience using TikTok Shop, Shopify, or other e-commerce platforms is a plus.
• Highly organized with excellent follow-through and attention to detail.
• Strong problem-solving skills and ability to handle multiple priorities simultaneously.
• Experience coordinating with 3PL or logistics partners is an advantage.
• Comfortable working independently and communicating with a remote team.
• Familiarity with social media platforms (TikTok, Instagram) is preferred but not required.

Working Environment:

• Part-Time | Full-Time Role
• Fully remote and flexible work setup.
• Collaborative and fast-paced environment where responsiveness and professionalism are key

The ideal candidate is a reliable and proactive professional with a strong sense of ownership. They’re fluent in written English, organized, and confident in managing customer inquiries while ensuring smooth coordination with fulfillment teams. Someone who thrives in multitasking, keeps communication clear, and ensures every customer receives a seamless brand experience will excel in this role.