E-commerce Operations & Customer Experience Manager

RecruitMyMom; Remote; ZAR 300 000 - 400 000; Part time

Job summary

A leading e-Commerce company in South Africa is seeking a half-day remote Operations & Customer Experience Manager. This role involves customer communication, order fulfillment, and quality control, requiring prior experience in e-Commerce operations. Ideal candidates will be detail-oriented and familiar with tools like WhatsApp Business and Shopify. The position offers a fixed-term contract for 3 months, with potential for permanency based on performance.

Qualifications

• Experience in e-Commerce or customer operations roles is essential.
• High attention to detail and reliable follow-through are crucial for success.
• Experience with digital production workflows and customer approval processes.

Responsibilities

• Monitor and respond to customer queries via email and WhatsApp.
• Handle book creation and quality control for customer orders.
• Coordinate with printers and manage order status and delivery queries.
• Assist with business administration tasks as needed.
• Identify areas for improvement in operational processes.

Skills

Customer support experience

Order fulfillment knowledge

Attention to detail

Proficiency with WhatsApp Business

Familiarity with digital workflows

Tools

CRM systems

Shopify

Job description

Half-day e-Commerce Operations & Customer Experience Manager

• Salary R20 000 - R22 000 basic (dependent on experience)
• Remuneration Term Per Month
• Date Opened 16/01/2026
• Remote Job

Job Description

This is a remote position.

A fast-growing e-Commerce company creating personalised children's books is seeking a half-day, remote Operations & Customer Experience Manager for a 3-month fixed-term contract, while the business is scaling, to fulfil orders end-to-end without founder involvement in day‑to‑day operations.

Responsibilities

1. Customer Communication & Support

• Monitor and respond to customer emails and WhatsApp messages daily.
• Help customers start and complete the book creation process after checkout.
• Proactively follow up with customers who haven’t completed key steps.
• Handle customer questions, feedback, and revision requests with warmth and professionalism.
• Keep customers moving from the order process.

2. Book Creation & Quality Control

• Use the internal backend system to select the correct reference images, confirm customer data and uploads are complete and correct, and trigger and manage book creation workflows.
• Review book PDF previews for quality, completeness, and obvious errors before sending to customers.
• Manage customer approvals and coordinate revisions before printing.

3. Fulfillment Operations & Coordination

• Track order status and ensure production timelines are met.
• Liaise with printers and production partners to resolve issues quickly.
• Coordinate delivery‑related queries or delays calmly and proactively.

4. Admin Support & Operational Tasks

• Handle occasional business admin tasks such as:
  • Paying accounts or preparing payments.
  • Liaising with suppliers and service providers.
  • Keeping essential operational records up to date.

5. Systems & Process Improvement

• Maintain accurate customer status tracking in the CRM and internal tools.
• Identify recurring issues and suggest improvements to reduce friction and manual work.
• Help document workflows as the business scales into a smooth, founder‑free operation.

Requirements

• Experience in e‑Commerce or customer operations roles.
• Experience with WhatsApp Business, Shopify, or support platforms.
• Familiarity with digital production workflows (PDF review, customer approvals, etc.).
• Experience working in a startup or founder‑led environment.
• Confident learning and working across new tech platforms.
• Familiarity with CRM systems and digital workflows.
• High attention to detail and reliable follow‑through.
• This is a half‑day, remote position Monday to Friday from 09:00 - 13:00.
• Contract type: 3-month fixed-term, with a possibility of permanency dependent on performance.