Paired is a global staffing and recruiting agency that specializes in pairing remote work with top-tier talent!
We are dedicated to connecting talented individuals with remarkable companies in need of their skills. Our goal is to create fulfilling job opportunities for professionals around the world
We are seeking a highly experienced and proactive Head of Operations to optimize our client's customer experience and streamline operations for client's our 7-figure DTC e-commerce brand.
This is a crucial role focused on taking action and implementing solutions to improve our clients' backend processes and enhance customer satisfaction.
The ideal candidate will be responsible for overseeing customer support, managing supplier relationships, and driving key improvements in shipping and overall customer experience.
Responsibilities:
- Improve and optimize the overall customer experience across all touchpoints.
- Manage and oversee customer support team (currently 2-3 agents), ensuring efficient handling of customer inquiries, issues, and escalations.
- Collaborate closely with our supplier to address operational challenges, including shipping issues, failed deliveries, and wrong addresses.
- Identify and resolve operational bottlenecks in the backend of the business that impact customer experience.
- Monitor key metrics, including chargeback rates and customer return rates, and implement strategies to improve them.
- Work with the supplier to optimize logistics, including shipping times and delivery processes.
- Proactively identify and address customer pain points related to product issues, shipping, and support.
- Ensure smooth communication and collaboration between customer support, suppliers, and other relevant teams.
- Significant operations experience with a 7-figure e-commerce brand (essential; advisory experience is not sufficient).
- Proven track record of taking ownership and driving action to resolve operational issues.
- Strong problem-solving skills with a proactive and solution-oriented mindset.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Familiarity with e-commerce platforms and customer service best practices.
- Competitive monthly salary in USD.
- Remote with flexible working hours in a full-time role.
- Opportunity to play a key role in optimizing operations and improving customer experience for a growing e-commerce brand.
- Direct collaboration with the owner and other key stakeholders.
- Opportunity to work in a dynamic and creative environment
