Trafilea Tech E-commerce Group

Operations Customer Experience Support Lead

Trafilea Tech E-commerce Group

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Job Level

Senior

About the role

  • 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

Requirements

  • 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
Benefits
  • 100% Remote
  • USD competitive salary
  • Paid time off
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
order management systemseCommerce operationsdata analysismetrics trackingSOP improvementproblem-solvingcustomer order managementfulfillment issue resolutionreturns process managementdelivery issue identification
Soft Skills
attention to detailcommunication skillscollaborationmulti-taskingcustomer satisfaction focusproactive problem-solvingorganizational skillscross-functional teamworkadaptabilitytime management