Senior Ops & CX Specialist — Ecommerce Escalations (Remote)

Talent Shore Ltd.; Johannesburg; Remote; ZAR 250,000 - 360,000; Full time

Job summary

Talent Shore Ltd. in Johannesburg, South Africa, is hiring an Operations & Customer Experience Associate to own escalated tickets and improve operational workflows.

You will liaise with 3PLs, suppliers, and carriers, resolve complex issues, and help scale two DTC brands. Remote role with UK working hours.

If you are decisive, organized, and comfortable documenting repeatable processes, join us to shape an efficient operation.

Qualifications

• Two+ years in customer experience, operations or account management.
• Excellent written English; tone matters.
• Able to make decisions with incomplete information.
• Organised and able to manage twenty threads without dropping.
• Reliable internet and proper setup.

Responsibilities

• Escalated customer resolution: own unresolved tickets with complex refunds and delivery issues.
• Operate with 3PLs and carriers; chase shipments and resolve fulfilment errors.
• Manage supplier communications and purchase orders; track production and delays.
• Document resolutions; build repeatable processes; lead new launch operations.

Skills

CX/Ops

Written English

Shopify

ShipBob

Helpdesk tools

Chargebacks

PayPal disputes

Tools

Shopify

Gorgias

Zendesk

Reamaze

ShipBob

Job description

Talent Shore Ltd. in Johannesburg, South Africa, is hiring an Operations & Customer Experience Associate to own escalated tickets and improve operational workflows.

You will liaise with 3PLs, suppliers, and carriers, resolve complex issues, and help scale two DTC brands. Remote role with UK working hours.

If you are decisive, organized, and comfortable documenting repeatable processes, join us to shape an efficient operation.