Ecommerce Customer Support & Operations Executive – Shopify

We are looking for an experienced Ecommerce Customer Support & Operations Executive to join our team.

This role is specifically for candidates who have hands-on experience working with Shopify-based ecommerce stores and handling direct-to-customer online store operations.

Important: We are only looking for candidates with Shopify ecommerce experience. Experience limited to Amazon, Flipkart, eBay, Meesho, Myntra or other marketplaces will not be considered relevant for this role.

Key Responsibilities

• Handle customer enquiries through email and live chat
• Assist customers with product information, order status, delivery, returns, refunds and warranty enquiries
• Manage and process orders through Shopify
• Review customer orders and resolve order-related issues
• Coordinate with warehouse, shipping and fulfilment teams
• Handle order cancellations, returns, exchanges and refunds
• Update customer and order information in Shopify
• Monitor delayed, failed or problematic deliveries and follow up accordingly
• Communicate professionally with customers and provide timely resolutions
• Maintain records of customer issues and resolutions
• Support day-to-day ecommerce store operations
• Identify recurring customer or operational issues and report them to the team
• Work with internal teams to improve the overall customer experience

Required Experience

• Previous experience in Ecommerce Customer Support & Operations
• Strong hands-on experience with Shopify
• Experience managing orders directly through Shopify Admin
• Experience handling customer support for a DTC ecommerce website
• Experience with shipping and logistics operations, including creating shipping labels, tracking shipments and coordinating with courier partners
• Good understanding of order fulfilment, shipping, returns, refunds and cancellations
• Strong written English communication skills
• Good attention to detail and problem-solving skills
• Ability to manage multiple customer enquiries and operational tasks efficiently

Shopify Experience Required

Candidates should be comfortable working with:

• Shopify Admin
• Order management
• Customer profiles
• Refunds and cancellations
• Order edits
• Discounts
• Fulfilment and tracking information
• Product and inventory information
• Basic understanding of Shopify apps used for ecommerce operations