Operations Associate: Order Fulfillment, Customer Service, Returns

Job Overview
We’re looking for a highly organized, detail-oriented Operations Lead with strong Shopify and ecommerce experience. This role requires someone who is fast, resourceful, and relentless about delivering exceptional customer service — managing emails/calls/texts, resolving issues, and creating positive experiences every single time. Beyond customer support, you’ll assist with order fulfillment, returns processing, and operational tasks to keep the business running smoothly. We need someone who takes ownership, solves problems independently, and thrives in a fast-paced ecommerce environment.

Responsibilities

• Customer Service: Lead our CS team when needed to respond to customer inquiries via email, phone, or text in a timely and professional manner.
• Deliver fast, professional, and solution-oriented support across email, phone, text, and social DMs creating a best-in-class customer experience on every interaction.
• Think independently and resolve issues proactively using sound judgment, not scripts taking full ownership from first response to final resolution.
• Leverage Shopify and Gorgias expertise to efficiently manage tickets, orders, returns, and escalations while identifying patterns and improving processes.
• Order Fulfillment: Pack and ship orders accurately and efficiently using our fulfillment systems when CS queue is empty.
• Ability to be flexible and step in to cover team members as needed, whether it’s in the warehouse, customer service, customization dept, or other day-to-day tasks.
• Owner Support: Provide direct assistance to the business owner on various tasks, projects, or strategic initiatives.

Experience

• Ecommerce/Shopify experience is preferred
• Gorgias or similar email ticketing software experience is preferred
• Sports background/interests are preferred
• Reliable, highly organized, and detail-oriented
• Comfortable wearing many hats and switching between tasks quickly
• Strong communication and problem-solving skills
• Friendly, team-oriented attitude with a willingness to learn
• Basic computer skills (email, spreadsheets, ecommerce platforms)
• Experience with Shopify, customer service tools, or order management systems is preferred.

Join us as an Customer Service / Operations Associate, where you will contribute to our mission of providing exceptional service to many aspects of our business, while developing your professional skills in a supportive and fun environment!

Employment is contingent upon successful completion of a background check.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Application Question(s):

• How many years of hands-on experience do you have working inside Shopify (order edits, refunds, discounts, customer profiles, fulfillment, etc.)? Please describe your level of familiarity.
• Have you used Gorgias or another ecommerce helpdesk platform? If yes, which one(s), and what were you responsible for within the system (macros, automation rules, tagging, reporting, etc.)?
• Describe a time you handled a difficult customer issue independently. What was the situation, and what steps did you take to resolve it?
• This role requires consistent responsiveness and meeting deadlines without supervision. Can you describe your work style and how you stay organized in a fast-paced ecommerce environment?
• Do you have experience supporting warehouse operations, returns processing, or order fulfillment in an ecommerce business? If so, please explain your involvement.

Work Location: In person