Senior Customer Experience & Operations Lead (Remote)

Virtual Staff 365; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Full-time job

HMO

Annual leave

Christmas Bonus pro-rata

Job summary

Virtual Staff 365 is seeking a Senior Customer Service & Operations Coordinator to act as second-in-command to the Customer Service Manager and drive operational excellence. The role leads complex issue resolution, guides the support team, and maintains high service standards for a seamless customer experience.

Key requirements include 5+ years in retail/eCommerce CS, leadership experience, and proficiency with NetSuite, Shopify, and Gorgias.

Qualifications

• Minimum 5 years of customer service experience in retail or eCommerce.
• Demonstrated experience in senior support, mentoring, or team leadership.
• Proven ability to manage difficult conversations and complex escalations independently.
• Strong understanding of retail, online orders, inventory, and returns processes.
• Experience using a cloud phone system in a customer service environment.
• Nice-to-Have: Certification in eCommerce or Customer Service Management.
• Experience using NetSuite and Shopify.
• Hands-on capability with Gorgias including macros and workflows.
• Practical experience using AI tools like Claude to improve response quality and team efficiency.
• Permanent work-from-home set-up.
• Dayshift (Australian business hours).
• Full-time job.
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata).

Responsibilities

• Act as the first point of operational support for team members and provide guidance on complex matters.
• Step in for the Customer Service Manager during absences to coordinate daily priorities and workload.
• Coach and guide the team in effective communication and consistent issue resolution.
• Manage complex customer complaints, delivery issues, and warranty matters directly.
• Respond to customer inquiries via phone, email, and digital channels during peak periods.
• Negotiate practical and commercially appropriate resolutions in line with company policies.
• Support retail administration tasks including quotes, sales orders, returns, and exchanges.
• Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content.
• Review recurring enquiry types and ticket data to identify efficiency and quality improvements.
• Partner with management to develop and implement practical workflow improvements.
• Ensure accurate recording of order numbers and resolution types to support reporting.
• Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners.
• Escalate material concerns and service risks to the Customer Service Manager.
• Maintain clear and accurate records of decisions, commitments, and order details.

Skills

Leadership

Customer service

Retail/eCommerce

Communication

Tools

NetSuite

Shopify

Gorgias

Claude (AI tools)

Job description

Virtual Staff 365 is seeking a Senior Customer Service & Operations Coordinator to act as second-in-command to the Customer Service Manager and drive operational excellence. The role leads complex issue resolution, guides the support team, and maintains high service standards for a seamless customer experience.

Key requirements include 5+ years in retail/eCommerce CS, leadership experience, and proficiency with NetSuite, Shopify, and Gorgias.