Customer Support & Operations Coordinator

Customer Support & Operations Coordinator (International )

Location: Karachi Pakistan — Office Based

Experience: 2-3 Years

Employment Type: Full Time

About Aerothotic

Aerothotic (www.aerothotic.com) is a women's comfort footwear brand with APMA certified sandals, flip flops, clogs, and slippers built for all-day comfort. We are growing fast across both e-commerce and wholesale channels.

We are looking for a Customer Support & Operations Coordinator to join our Pakistan-based team. This is a hands-on role for someone who communicates confidently in English, takes ownership of problems, and thrives in a fast-moving environment where no two days look the same. You will be the first point of contact for our customers, a key support for our wholesale operations team, and the person who makes sure all queiries get resolved.

Role Overview

We are looking for a resourceful, well-spoken coordinator who thrives in a dynamic environment. This role sits at the intersection of customer support, wholesale operations, and general business coordination. The right person for this role does not clock out mentally when their primary task is quiet — they look for what needs to be done next and do it.

Responsibilities

Customer Support

• Handle inbound customer queries via email, phone, and chat
• Manage and resolve customer support tickets on shopify and third party retail platforms including Belk, QVC, Target, Walmart, and others
• Maintain response time standards and ensure customer satisfaction
• Escalate issues appropriately and follow through to resolution
• Proactively call customers who have added items to cart but did not complete their purchase to check in, answer questions, and help convert

Wholesale Operations Support

• Email wholesale customers regarding outstanding payments and order follow-ups
• Support the sales team by identifying and generating leads when capacity allows

Shipment & Operations Support

• Assist in resolving shipment issues, delays, and carrier queries as they arise
• Coordinate with internal teams to ensure order and delivery issues are addressed promptly
• Follow up on open issues until fully resolved — not just acknowledged

The Right Fit

You are someone who takes ownership. When a shipment issue comes up, you help figure it out. When the sales team needs support, you step in. When something falls through the cracks, you catch it. You understand that in a growing business priorities shift and you adapt without friction.

If you are looking for a strictly defined role where you only handle what is in your job description, this is not the right position for you.

Requirements

• Excellent spoken and written English — non-negotiable
• Proficient in Microsoft Excel
• 2-3 years of experience in customer support, operations, or a related role
• Experience with e-commerce or retail platforms is a strong plus
• Confident communicator on the phone and over email
• Highly organized, self-motivated, and able to manage multiple responsibilities simultaneously
• Experience supporting US based customers or companies is a must

Pay: Rs65,000.00 - Rs70,000.00 per month

Work Location: In person