Ecommerce All Rounder/Customer Support/Operations

Ecommerce Operations & Customer Experience Specialist (Intermediate/Senior-Level) We are looking for an experienced Ecommerce Operations & Customer Experience Specialist to join our growing ecommerce brand. This is not a basic customer support role. We are specifically looking for a highly capable, proactive, tech-savvy all-rounder who can confidently manage customer experience, assist with ecommerce operations, and take initiative across multiple areas of the business without requiring constant direction. We need someone who is resourceful, independent, solutions-focused, and comfortable wearing multiple hats in a fast-moving ecommerce environment. Core Responsibilities Customer Experience & Support • Manage customer enquiries via email/helpdesk platforms • Handle difficult or frustrated customers professionally and confidently • De-escalate customer complaints and resolve issues independently • Make sound judgement calls without escalating every issue internally • Maintain excellent customer experience while enforcing company policies fairly • Investigate shipping issues, product concerns, returns, and unusual customer situations Gorgias experience essential** Ecommerce Operations • Assist with day-to-day backend management of our Shopify store • Install and configure Shopify apps when required • Create automations and workflows to improve efficiency • Update product listings, descriptions, collections, and website content • Make basic theme edits and website updates (changing banners, updating images, editing sections, minor theme adjustments, etc.) • Troubleshoot small technical issues and independently find solutions Creative & Content Assistance - Desirable, not essential • Comfortable using Canva for simple design tasks • Assist with basic creative tasks when needed • Resize images or videos for website and social media • Remove backgrounds from product images • Create simple website graphics, product specification/dimensions graphics, and other lightweight design tasks • Support our existing design and social media team with overflow tasks when required Please note: We already have a dedicated graphic designer and social media manager, however we value someone who can jump in and assist with smaller creative tasks when needed. What We’re Looking For • Strong experience in ecommerce and online business operations • Extensive customer support/customer experience experience • Excellent written English and communication skills • Exceptional ability to handle difficult customers professionally • Strong de-escalation and conflict resolution skills • Proactive mindset and ability to work independently • Someone who naturally takes initiative rather than waiting for instructions • Strong problem-solving ability and confidence making decisions independently • Comfortable learning new systems and figuring things out on your own • Extremely detail-oriented and organised Bonus Skills (Highly Valued) • Experience with Klaiyo • Experience with WMS such as ShipHero & Logiwa • Experience with Shopify themes • Canva/Lightroom/Photoshop proficiency • Familiarity with ecommerce automations and workflow building • Experience working with remote teams using Slack • Basic understanding of website optimisation and ecommerce operations Who This Role Is Perfect For This role is for someone who thrives in a growing ecommerce business and enjoys being involved in many parts of the business. We are really looking for someone that will reach out to say Shopify support to report/fix a problem/bug, rather than just let us know about the problem. Or say we would like a particular app, this person will then apply themselves to set up the app, and work with the app onboarding team/instructional pages/etc. to complete the task independently. We know you may not have done every exact task before, but we value someone that applies themself completely and is happy to learn as they go. We want someone who is: • Highly independent • Proactive and resourceful • Comfortable solving problems without hand-holding • Technically capable and quick to learn new systems • Excellent with customers, even in challenging situations • Happy jumping between customer support, operations, website updates, and occasional creative tasks We are looking for a long-term team member who can become a genuinely valuable part of our business and help us continue scaling. We are an Australian business, operating in AU, NZ & USA, but would prefer someone who is available within AEST timezone (Mon-Fri).