EMPIRE TRADE SOLUTIONS LIMITED

Backend Operations Manager Shopify Stores | Disputes, Supply Chain & CS (Long-Term, Full-Time)

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: TYPE OF WORK

Full Time

: WAGE / SALARY

$5-§15/hour

: HOURS PER WEEK

50

: DATE UPDATED

Jun 5, 2026

JOB OVERVIEW

We're a fast-growing e-commerce group operating 16–30 Shopify stores across multiple legal entities. We work with a dedicated fulfillment partner (DayOne) and an external advertising agency running Google Shopping at scale. Our volume sits at 100+ disputes per week across Shopify Payments, PayPal, and Whop, plus daily supplier coordination, customer service oversight, and agency communication via Slack.
We're not a side hustle. This is a serious operation, and we're building it like one.

What we're hiring for:
We're looking for a Backend Operations Manager — a true A-player who can take the operational weight off the founder's shoulders. You will own the day-to-day backend of the business: disputes, chargebacks, supply chain, customer service, and partner communication. If you've ever felt like you were carrying a whole company on your back and want a place that rewards that — we want to talk.

What you'll own (of course, we have teams with employees and managers in each department, but you will be ultimately responsible for all departments):

Disputes & Chargebacks (~40% of role)
* Manage 100+ disputes per week across Shopify Payments, PayPal, and Whop
* Build and execute evidence packages following our internal SOPs
* Track win rates per processor, per store, per reason code
* Identify patterns (fraud rings, recurring chargeback reasons) and flag them upstream
* Coordinate with PayPal/Stripe support when escalations are needed

Supply Chain & Supplier Coordination (~25%)
* Daily communication with our fulfillment partner (DayOne) via Slack
* Verify supplier invoices against our internal quote sheet (Empire X DayOne)
* Flag discrepancies, missing SKUs, pricing mismatches
* Track shipping issues, lost packages, returns
* Coordinate inventory questions across multiple stores/entities

Customer Service Oversight (~20%)
* Manage CS workflows across our store portfolio
* Handle escalations that frontline agents can't resolve
* Spot recurring issues and turn them into process improvements
* Keep response-time SLAs in check

Who you are
This is a backend manager role, not a VA role. We're looking for someone who:
- Has run operations for multi-store Shopify or DTC businesses before (not just one store)
- Has serious experience with PayPal disputes and Shopify Payments chargebacks at volume — you know what "compelling evidence" actually means and which arguments win
- Has worked with fulfillment partners and knows how to read an invoice critically
- Communicates in clear, professional English — written and spoken
- Lives in Slack comfortably and can hold structured conversations across multiple channels
- Is proactive — you don't wait to be told what to do, you spot problems and propose fixes
- Is calm under volume — 100+ disputes a week doesn't faze you
- Owns outcomes, not tasks

Must-haves:
- 3+ years managing operations for an e-commerce business (Shopify preferred)
- Hands-on experience defending chargebacks (Shopify Payments AND PayPal — not just one)
- Comfortable working with multiple legal entities, multiple stores, multiple payment processors
- Excellent written English
- Self-managed — full-time available, reliable internet, professional setup
- Available full-time (50 hrs/week), long-term commitment

Nice-to-haves
+ Experience with Whop disputes
+ Familiarity with Google Shopping feeds (Simprosys, Multifeeds, Pythago)
+ Experience working with external ad agencies
+ Background in fashion / branded DTC
+ Process documentation experience (writing SOPs, training others)
+ Comfort working with AI tools (we're heavily AI-augmented and will give you serious AI leverage)

What we offer:
+ Long-term, full-time role — we're hiring for years, not weeks
+ Competitive rate based on experience (range: $12–20/hr, open to higher for the right person)
+ Real ownership — you'll be the backend, not just a task-taker
+ AI leverage — we build AI agents to do the repetitive work so you can focus on judgment calls
+ Growth path — as we scale to 50+ stores and a $100M brand portfolio, this role grows with us
+ Direct access to the founder — no middle layers, no politics, no nonsense

How to apply
We get a lot of templated applications. Here's how to make sure we read yours:
Start your cover letter with the word "EMPIRE" so we know you actually read this post.
Then, in your application, briefly tell us:

- How many Shopify stores have you managed simultaneously, and which payment processors did they use?
- What's the highest dispute/chargeback volume you've handled in a single week? What was your win rate?
- Tell us about a time you caught a supplier invoice error. What was the discrepancy and how much did you save?
- What's your timezone, and what hours can you commit to overlapping with CET (Netherlands)?
- Why this role specifically — what about it fits where you want to go in the next 2–3 years?

Applications without these answers will not be reviewed.

SKILL REQUIREMENT

Customer Support Management Chargeback Analysis Supply Chain Management

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EMPIRE TRADE SOLUTIONS LIMITED

Backend Operations Manager Shopify Stores | Disputes, Supply Chain & CS (Long-Term, Full-Time)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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