Operations Manager

About The Role

As the Operations Manager, you’ll lead the Customer Care Team in providing top-tier, customer-centric service. If you are a self-starter who loves a dynamic, fast-paced environment, making people’s days, and working collaboratively within a tight-knit department and across an organization, this role is for you. You’ll report to the Director of Customer Care and work closely with a remote team using tools like Slack, Asana, Gorgias, Shopify, Loop and NetSuite.

Responsibilities Include (but Are Not Limited To)

• Lead the Customer Care team with generosity, bravery, accountability, and transparency.
• Serve customers with kindness, empathy, and compassion.
• Leverage data insights to improve customer experiences and identify new opportunities.
• Monitor performance using KPIs and CSATs, ensuring the team meets or exceeds targets.
• Manage the helpdesk and collaborate with the Customer Care Director to enhance efficiency, automation, and scalability.
• Supervise, train, and coach up to 10 Customer Care Agents
• Drive processes to completion, document updates, and train the team on new procedures.
• Foster a positive, supportive team culture through recognition and open communication.
• Maintain Company knowledge base for agents and customers.
• Handle chargebacks promptly.
• Assist with reporting and data collection.

We’re looking for…

Leadership Experience: You are an experienced Customer Care leader. You are energized by making things right for the customer and leading by example.

Brand Alignment: You resonate with our mission and are eager to help our customers on their unique motherhood journeys.

Technical Prowess: You are experienced in many eCommerce tools and systems. You learn quickly and love to teach others what you know. You have extensive experience in digital customer communications including email, chat, and more.

Problem Solving Ability: You are intellectually curious – you love to learn and grow both personally and professionally. As a result, you proactively identify challenges and develop solutions.

Self-starter: You’re motivated, adaptable, and thrive in a dynamic, fast-paced environment.

Communication: You have excellent verbal and written communication skills.

Qualifications

• Deep understanding of DTC eCommerce processes
• 3+ years of Customer Care Team Leadership Experience in a remote environment
• 3+ years of experience using Shopify or similar platform
• 3+ years of technical experience with eCommerce Customer Care (Shopify, Gorgias, Loop, Net suite or similar tools).
• Experience with Amazon, Mirakl, and other third-party retailers/retail platforms is a plus.