E-Commerce Operations (Shopify) & Customer Support Specialist

Job Summary
We are seeking a highly adaptable, detail-oriented, and customer-focused individual for the dynamic role of E-Commerce Operations & Customer Support Specialist. This is not a siloed position as it requires significantmulti-tasking and the ability to seamlessly switch between managing the technical backend of our e-commerce platforms (Shopify, Etsy, TikTok Shop) and providing direct, high-touch support to our valued customers, serving as a point of contact for customer inquiries, order issues, and in-store assistance. Success in this role demands strong organizational skills, technical aptitude, and excellent communication abilities.

Responsibilities

• Blended E-commerce & Customer Support: Juggle daily tasks across multiple online platforms and customer communication channels (email, phone, in-store).
• Multi-Platform Operations: Oversee order processing, returns management, tracking uploads, and inventory updates across Shopify, Etsy, TikTok Shop, etc.
• Direct Customer Interaction: Provide timely, professional, and empathetic support via email and phone, troubleshoot order issues, answer product questions, and handle escalations.
• Product Listing Management: Create, upload, optimize, and maintain accurate product listings (titles, descriptions, pricing, images) ensuring consistency across platforms.
• Inventory Coordination: Monitor stock levels online, coordinating with warehouse teams to maintain accuracy and prevent overselling.
• In-Store Assistance: Cover the storefront as needed to assist customers with inquiries and process payments, providing a consistent brand experience.
• Cross-Functional Collaboration: Assist marketing and creative teams with online promotions and merchandising based on customer interactions and operational insights.
• Compliance & Quality Control: Ensure all listings meet platform requirements and brand guidelines, monitor fulfillment accuracy and customer feedback patterns.

Qualifications & Requirements:

• Minimum 1-2 years of experience demonstrating strong capabilities in both e-commerce operations/retail and direct customer service roles.
• Proven ability to effectively multi-task and manage competing priorities in a fast-paced environment.
• Strong hands-on understanding and experience managing e-commerce platforms, particularly Shopify is essential. Experience with Etsy and TikTok Shop is highly preferred.
• Proficiency in Microsoft Excel (or Google Sheets) for data management and reporting.
• Exceptional attention to detail is critical for both product listings and customer order accuracy.
• Excellent time management and organizational skills.
• Superior communication skills – must be able to communicate clearly, concisely, professionally, and empathetically in both written (email) and verbal (phone/in-person) interactions.
• Experience handling the full customer service cycle: inquiries, order processing, returns, and resolving escalations.
• Basic understanding of digital marketing concepts (e.g., SEO for product listings, understanding promotional campaigns) is beneficial.
• Ability to switch contexts quickly between technical backend tasks and customer-facing interactions.
• Must be comfortable working on-site at our store in the LA Fashion District.

Bonus Points:

• Experience in the fashion, textile, or craft industry.
• Familiarity with inventory management software or principles.
• Experience assisting with marketing tasks.

Job Type: Full-time

Base Pay: $20.00 per hour

Expected hours: 40 per week

Work Location: In person