Customer Relations Lead

Lucky Honey; New York (NY); On-site; USD 55,000 - 74,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Paid company holidays

Dental & vision insurance

Job summary

Lucky Honey, a Brooklyn-based fitness and lifestyle brand, is seeking an E-Commerce & Business Operations Manager to oversee day-to-day online operations and customer experience across Shopify and Faire, ensuring a seamless shopping journey.

You will develop SOPs, implement automation, track metrics, and drive cross-functional initiatives including gifting, events, and wholesale programs to support growth. This is a full-time, on-site role with a competitive package.

Qualifications

• Experience in e-commerce, business operations, customer experience, retail operations, or a related role.
• Strong organizational, prioritization, and problem-solving abilities.
• Excellent written and verbal communication skills.
• A high level of attention to detail and follow-through.
• A practical, hands-on approach to solving problems.
• Experience creating or improving processes, workflows, and SOPs.
• Comfort working with data, reporting, and performance metrics.

Responsibilities

• Manage customer service inquiries across email, website, social, and third-party platforms.
• Own customer communication and order support through Shopify, Faire, and related platforms.
• Oversee returns, exchanges, refunds, shipping issues, and other order-related resolutions.
• Ensure timely, thoughtful, and brand-aligned communication across customer touchpoints.
• Monitor customer feedback and identify opportunities to improve customer satisfaction and retention.
• Identify recurring customer issues and work cross-functionally to address their underlying causes.
• Coordinate with the Warehouse Manager and fulfillment team to resolve order and shipping issues.
• Support gifting, events, pop-ups, partnerships, and other special projects.
• Work cross-functionally with operations, marketing, and leadership to coordinate priorities and execution.
• Help manage new initiatives and evolving operational needs as the company grows.
• Serve as a reliable point of ownership for projects that span multiple areas of the business.
• Develop SOPs, reporting, and scalable business processes to support growth.

Skills

E-commerce operations

Customer experience

Retail operations

Operational processes

Data reporting

Cross-functional collaboration

Problem-solving

Communication skills

Tools

Shopify

Faire

Wholesale platforms

B2B order management

Automation tools

Job description

E-Commerce & Business Operations Manager

About the Job

Company Description

Lucky Honey is a New York-based fitness and lifestyle brand redefining the modern grip sock and studio-to-street experience. Founded in 2017, the brand combines fashion-forward design with performance functionality, offering elevated grip socks, activewear, and accessories designed for Pilates, barre, yoga, and everyday movement.

Lucky Honey operates across direct-to-consumer, wholesale, and private-label channels, with products carried in thousands of fitness studios and retailers nationwide. The brand has collaborated with leading names including Free People Movement, Solidcore, American Eagle, and Revolve.

Headquartered in Brooklyn, NY, Lucky Honey’s flagship brings the full brand experience under one roof with retail, fitness classes, corporate offices, and fulfillment operations. At its core, Lucky Honey is built around the intersection of movement, fashion, and community.

Role Description

The E-Commerce & Business Operations Manager is a full-time, on-site role based in Brooklyn, NY. This role oversees key aspects of Lucky Honey’s day-to-day e-commerce operations and customer experience while helping improve the systems, processes, and workflows that support the company’s continued growth.

The E-Commerce & Business Operations Manager owns customer communication and order support across Shopify, Faire, and related platforms; oversees returns, exchanges, refunds, and order issues; and works cross-functionally with operations, marketing, and leadership to ensure a seamless customer experience.

The role also plays an important part in improving how the business operates. Responsibilities include developing SOPs, identifying opportunities for automation, tracking performance metrics, supporting team training, and helping execute wholesale, gifting, events, pop-ups, and other special projects.

Key Responsibilities

E-Commerce and Customer Experience

• Manage customer service inquiries across email, website, social, and third-party platforms
• Own customer communication and order support through Shopify, Faire, and related platforms
• Oversee returns, exchanges, refunds, shipping issues, and other order-related resolutions
• Ensure timely, thoughtful, and brand-aligned communication across customer touchpoints
• Monitor customer feedback and identify opportunities to improve customer satisfaction and retention
• Identify recurring customer issues and work cross-functionally to address their underlying causes

Business Operations

• Support day-to-day business operations across e-commerce, customer experience, fulfillment, and other areas of the company
• Coordinate with the Warehouse Manager and fulfillment team to resolve order and shipping issues
• Support gifting, events, pop-ups, partnerships, and other special projects
• Work cross-functionally with operations, marketing, and leadership to coordinate priorities and execution
• Help manage new initiatives and evolving operational needs as the company grows
• Serve as a reliable point of ownership for projects that span multiple areas of the business

Process Improvement and Systems

• Develop, document, and maintain standard operating procedures
• Identify inefficient or repetitive workflows and implement practical improvements
• Recommend and help implement tools, automations, and systems that improve efficiency and service quality
• Improve workflows related to customer service, order management, returns, and other e-commerce operations
• Help build scalable processes that support continued growth without compromising customer experience or accuracy

Reporting and Performance

• Track and report on customer experience and operational metrics
• Monitor response times, resolution rates, customer satisfaction trends, and recurring issues
• Identify trends and provide actionable insights to the Leadership Team
• Use data and customer feedback to identify opportunities for operational, product, and customer-experience improvements
• Develop reporting that provides greater visibility into the performance of the areas managed by the role

Team Leadership and Training

• Train and onboard customer service and operational team members as needed
• Maintain clear documentation, scripts, processes, and training materials
• Support scheduling and daily team coverage
• Establish clear expectations and help maintain consistency across customer-facing workflows
• Serve as a resource to team members for escalated customer and operational issues

What We’re Looking For

• Experience in e-commerce, business operations, customer experience, retail operations, or a related role
• Strong organizational, prioritization, and problem-solving abilities
• Excellent written and verbal communication skills
• A high level of attention to detail and follow-through
• A practical, hands-on approach to solving problems
• Experience creating or improving processes, workflows, and SOPs
• Comfort working with data, reporting, and performance metrics
• Ability to identify inefficiencies and take ownership of implementing solutions
• Strong judgment when handling customer issues and operational challenges
• Ability to balance day-to-day execution with longer-term process improvement
• Comfort working in a growing business where priorities and responsibilities may evolve
• Ability to work effectively across multiple departments and directly with company leadership

Preferred Qualifications

• At least 2 years of hands‑on experience using Shopify to manage orders, customers, returns, refunds, fulfillment, and related e‑commerce operations
• 3–5 years of experience in e‑commerce, customer experience, retail operations, business operations, or a related role
• Experience with Faire, wholesale platforms, or B2B order management
• Experience implementing customer service or operational tools and automations
• Experience developing SOPs, reporting, and scalable business processes
• Previous experience training, supervising, or developing employees
• Experience working for a growing consumer, fashion, fitness, wellness, or lifestyle brand

Compensation and Benefits

• Base salary: $65,000 annually
• Full-time, exempt position
• 10 days of paid time off annually
• Paid company holidays
• Elective medical, dental, and vision insurance, with Lucky Honey covering 50% of the monthly premium
• Additional benefits administered through Justworks

Lucky Honey is an at‑will employer. Employment may be ended by either the employee or the company at any time, with or without cause or notice, subject to applicable law.

Lucky Honey is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, creed, national origin, citizenship or immigration status, age, sex, pregnancy, sexual orientation, gender identity or expression, disability, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by applicable law.

Lucky Honey is committed to providing reasonable accommodations throughout the application and interview process. Applicants who require an accommodation may contact [e-mail]. Employment is contingent upon verification of identity and authorization to work in the United States, as required by federal law.