E-commerce Operations & Customer Care Manager

Private Advertiser; Cebu City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Private Advertiser is seeking an E-commerce Operations & Customer Care Manager to own day-to-day ecommerce, customer experience, and operations coordination across multiple channels.

You will manage listings, pricing, promotions, inventory, and logistics, while ensuring timely fulfillment and effective customer issue resolution. Strong English and hands-on experience with Shopee, Lazada, TikTok Shop, Amazon, and Shopify are essential.

Qualifications

• 4+ years of experience in ecommerce operations.
• Hands-on experience with Shopee, Lazada, TikTok Shop, Amazon and Shopify.
• Strong customer care experience including handling complaints and delivery issues.
• Strong written and spoken English and excellent organisational skills.

Responsibilities

• Oversee day-to-day ecommerce and customer care operations across channels.
• Coordinate fulfilment, logistics, inventory, and invoicing.
• Maintain product listings, pricing, promotions, and campaigns.
• Provide admin support and track tasks to improve processes.
• Resolve customer issues with proactive solutions.

Skills

Ecommerce ops

Marketplace mgmt

Customer care

English proficiency

Tools

Shopee

Lazada

TikTok Shop

Amazon

Shopify

Job description

E-commerce Operations & Customer Care Manager

A coffee start-up is looking for a hands-on and highly organised E-commerce Operations & Customer Care Manager to take ownership of day-to-day ecommerce operations, customer experience and operational coordination. This is a broad role covering ecommerce marketplaces, customer care, fulfilment and logistics, business administration, and admin support. The right person should understand the business context, spot problems early, take ownership of issues, follow them through to resolution and keep the management informed when something requires attention or a decision.

Key responsibilities

Manage day-to-day operations across Shopify, Shopee, Lazada, TikTok Shop, Amazon and other ecommerce channels.

• Maintain accurate product listings, pricing, promotions, bundles, inventory and campaign setups.
• Manage customer communications across ecommerce platforms, email and social channels.
• Understand the actual customer issue, review available background information and provide the right solution rather than relying on standard templates.
• Resolve delivery issues, returns, replacements, damaged or lost parcels and other customer concerns.
• Monitor customer reviews and ensure customer issues are followed through to resolution.
• Oversee daily fulfilment, create shipping labels and coordinate with fulfilment teams and logistics partners.
• Ensure orders are dispatched accurately and on time, track deliveries and resolve exceptions.
• Coordinate returns, replacements, B2B orders, invoicing and inventory requirements.
• Monitor stock and fulfilment materials to avoid shortages.
• Maintain business records, SOPs, documentation and key follow-ups.
• Provide administrative support to the founders and wider team where needed, including recruitment support, interview coordination, onboarding and team documentation
• Track important tasks, deadlines and action items and help improve operational processes.
• Take ownership beyond the immediate task — if you notice something unusual, “Nobody asked me to check that” is not the mindset we are looking for.

About you

4+ years of relevant experience in ecommerce operations, marketplace management, customer care, business operations or a related role.

Hands-on experience with Shopee, Lazada, TikTok Shop, amazon and Shopify.

Strong customer care experience, including handling effectively complaints, delivery issues, returns and service recovery.

Strong written and spoken English.

Strong organisational, documentation and follow-through skills.

Ability to analyse problems and recommend solutions rather than simply escalating everything.