Customer Operations Support Coordinator

Enclave BioActives; Philippines; Remote; PHP 350,000 - 550,000; Full time

Job summary

Enclave BioActives, the company behind Emma Relief, is seeking an Operations Support Coordinator to catch order issues before they reach customers and protect our bottom line.

You will monitor order flow, flag fraud, and resolve problems across CRM, fulfillment, and support channels, ensuring end-to-end data accuracy across systems. This remote role requires availability during EST hours and a reliable internet connection.

Qualifications

• Minimum 6 months in e-commerce operations, order management, or fraud prevention.
• Experience investigating fraud, flagging high-risk transactions, and supporting disputes.
• Comfort navigating multiple systems (CRMs, fulfillment platforms, helpdesk tools).
• Experience with international shipping and address validation.

Responsibilities

• Investigate high-risk orders and flag potential fraud.
• Manage return refunds and resolve order discrepancies.
• Coordinate across CRM, fulfillment, and support channels to ensure data accuracy.
• Proactively monitor order quality to prevent issues before customers notice.

Skills

E-commerce operations

Order management

Fraud prevention

Multi-system navigation

Attention to detail

Tools

CRMs

Fulfillment platforms

Helpdesk tools

Google Sheets

Job description

We're looking for an Operations Support Coordinator to catch order issues before they reach the customer and protect our bottom line.

Your responsibility is simple: keep our order flow seamless, flag fraud, and resolve issues before the customer ever notices them.

We're Enclave BioActives, the company behind Emma Relief, one of the fastest-growing gut health brands in the direct-to-consumer space. We've built a major DTC health & wellness business with a large customer base, thousands of positive reviews, and a significant e-commerce operation.

And seamless operations are a major part of how we maintain that growth. We're processing high volumes of daily orders, coordinating with global logistics partners, preventing fraud, managing chargeback disputes, and ensuring accurate end-to-end order data across multiple systems.

As our order volume grows, one thing becomes increasingly important: Proactive quality control.

Because processing more orders doesn't matter if bulk duplicates, shipping errors, or fraudulent transactions slip through. That's Where You Come In. You act as the critical operational safety net, investigating high-risk orders, managing return refunds, and resolving discrepancies across our CRM, fulfillment, and support channels.

You'll Really Get Our Attention If…

• You've worked in e-commerce operations, order management, or fraud prevention (minimum 6 months in a related role)
• You're experienced with investigating suspected fraud, flagging high-risk transactions, and supporting chargeback dispute responses
• You're comfortable navigating multiple systems simultaneously (CRMs, fulfillment platforms, helpdesk tools, and Google Sheets)
• You have hands-on experience handling international shipping, address validation, carrier exceptions, and return refund processing
• You possess exceptional attention to detail, strong analytical judgment, and professional multi-channel communication skills (email, SMS, phone)

You'll work remotely with our global customer service and operations team. Our team primarily operates during EST business hours, so you'll need to maintain strong availability and responsiveness during EST working hours. You'll also need a reliable internet connection and the ability to navigate multiple cloud-based operational tools efficiently.