Our partner is an innovative, US-based multi-brand e-commerce ecosystem in the peptide industry gearing up for its official market launch. Operating across several distinct online shops, they are building a modern support and operational infrastructure from the ground up.

We are looking for an Operations and Customer Support Lead. We are not looking for a traditional ticket-queue manager. We are seeking the human layer for our entire operation - a sharp, high-judgment professional who will own complex escalations, operational administration, vendor coordination, and strict compliance execution as we scale.

Key responsibilities:

Operational and Order Administration

• Order Management: Own full-cycle order admin, including cancellations, address changes, returns, and store credit issuance.
• Refunds & Disputes: Handle all refund decisions exceeding auto-approval thresholds. Build, submit, and manage chargeback dispute packets.
• Fulfillment Coordination: Act as the primary point of contact for delivery and fulfillment exceptions with our third-party fulfillment vendor.
• Affiliate Operations: Handle daily affiliate management platform tasks, including solving attribution issues, managing payout exceptions, and reviewing flagged content.
• Internal Coordination: Bridge communications between customers, vendors, and the core executive team.

Escalations, AI Supervision and Channels

• Tier-2 Escalations: Handle all edge cases, complex issues, and AI handoffs across email and AI chat.
• AI Quality Assurance: Work alongside an AI stack that deflects ~80% of routine contacts. Perform weekly audits of AI transcripts, identify hallucinations or tone drifts, and feed insights back to optimize prompts.

Strict Compliance Guardrails

• Bulletproof Judgment: Flawless instincts on how to navigate high-risk customer inquiries, knowing precisely when to respond, how to frame the answer, or when to politely decline.

What we are looking for:

• E-Commerce & Tools Experience: Hands-on experience with Shopify, WooCommerce, Gorgias, Zendesk, Hubspot or Intercom is strongly preferred.
• Affiliate Management: Direct experience working with affiliate management platforms (handling attribution, payouts, and flagged content).
• High Judgment over High Volume: This is not a high-volume ticket-pumping role. We pay for exceptional judgment, range, and operational ownership.
• Schedule & Overlap: Schedule & Overlap: Full-time (8 hours/day), Monday – Friday. Standard shift starts between 10:00 AM and 12:00 PM CET (working 8 hours), designed to ensure strong overlap with US Pacific morning hours.
• Native/C2 English: Exceptional written and spoken English tailored for a US-based customer base.
• Compliance Instincts: Flawless instincts in navigating high-risk inquiries in heavily regulated spaces.

Key Performance Indicators (KPIs):

You will hold direct ownership over the following hard metrics:

• Refund Rate: Under 3%
• Chargeback Rate: Under 0.8%
• NPS (Net Promoter Score): Above 60
• Response SLAs: Strict adherence to target first-response and resolution times.

What We Offer:

• Hybrid Work Model: Work remotely while staying connected through regular office days
• The Ultimate Office Gym: Access a fully equipped gym directly in the office
• Private Health Insurance: Medical coverage of up to 100 000 EUR
• Rockors.com Employee Discount: Purchase gaming equipment, PC components, and electronics at wholesale prices