E-commerce Operations Manager for Dutch Premium Health Brand | Start Hands-On, Then Build Your Own Team | Full-Time, Lon

Start your application with the word AMBER so we know you read this post carefully.

Hi! I'm Chaya, founder of Panacea Light Therapy ( ---------- ), a premium red light therapy brand in the Netherlands. We sell high-end wellness devices through our Shopify store and ---------- , and we are growing fast. Until now I have done almost everything myself. I am looking for one person I can really build with: my operations manager, long-term.

Important: this is a manager role, but you will NOT start by managing. You will start by doing all the work yourself, so you understand every process from the inside: every type of customer question, every shipping problem, every return. Once you have mastered the operation, you will recruit a customer service member to work under you, train them using our handbooks, and manage them, while you keep overseeing the whole operation. If you only want to delegate from day one, this is not your job. If you want to build and lead something, it is.

This is a stable, full-time, direct-hire position. No agency in between. If you do great work, you will be with us for years and your team will grow with the company.


WHAT YOU WILL DO

PHASE 1 (roughly the first months): master the operation yourself

• Own our customer service inbox (Gorgias: email, WhatsApp, social media). Our customers are Dutch, so you will read and write in Dutch with the help of Claude (AI). You do NOT need to speak Dutch, but you DO need to be an expert at working with AI. We have detailed handbooks, saved answers, and tone-of-voice rules for you.

• Handle everything around orders in Shopify: order changes, discount codes, return labels, customer records.

• Chase lost or delayed shipments with our fulfilment center and carriers, keep the customer calmly informed, and follow every case through to the end.

• Process return requests in Returnless and ---------- customer questions in Seller Central.

• Keep a clear daily overview in Notion: open cases, shipment issues, and a short end-of-day report so nothing ever falls through the cracks.

• Light website maintenance in Shopify and other tasks as we grow. You will not do design or ads; we have people for that.

PHASE 2 (once you have proven you run the operation smoothly): build your team

• Recruit a customer service member yourself: write the job post, screen, interview, and propose your hire to me for final approval.

• Train them using the handbooks and processes you have mastered, and improve that documentation as you go.

• Manage their daily work and quality, handle the difficult cases yourself, and stay the owner of the full operation: customer service, shipments, returns.

• Report to me weekly in one clear overview: what runs well, what needs a decision, what you propose.


WHO YOU ARE

• You think like an owner, not a task-taker. You want to understand the whole machine, fix what is broken, and eventually lead people. Experience training or managing at least one other person is a strong plus; tell us about it.

• You use AI tools like Claude or ChatGPT every day and can show it. This is a hard requirement. You will work in Dutch through AI, so "pretty good with AI" is not enough; we are looking for someone exceptional at it.

• Solid hands-on experience running Shopify stores for brands doing $100,000+ per month in revenue, preferably in the European market. You know what daily operations look like at that level: order volume, returns, carriers, and customers who expect premium service. Tell us about these stores in your application.

• 2+ years experience in e-commerce customer service.

• Genuinely empathetic. Our devices cost up to EUR 1,500 and our customers are often dealing with health struggles. Warm, patient, premium communication matters more to us than speed.

• Extremely organized and stable. You keep overviews, you close loops, you never leave a case half-finished. If you tend to disappear when things get busy, this is not the job for you.

• Excellent written English (we work together in English; customers are handled in Dutch via AI).

• Available full-time (40 hrs/week) with at least 4 hours of overlap with Amsterdam business hours (CET), roughly 3 PM to 7 PM Philippine time or more.

• Reliable internet plus a backup plan for power/internet outages.


WHAT WE OFFER

• $800 to $1,200 USD per month depending on experience, paid on time every month, directly to you.

• 13th month pay.

• Paid Philippine holidays and paid leave after the probation period.

• Yearly performance reviews with real raise potential as the company grows.

• Extensive documentation and training: you will never be thrown in the deep end.

• A calm, respectful, no-drama work culture. I care about doing things well, not about micromanaging you.


HOW TO APPLY

1. Start your application with the word AMBER.

2. Answer these 5 questions (short and honest, no AI-written essays please; ironic, we know):

Question 1: Describe a concrete example of how you use Claude or ChatGPT in your daily work. What exactly do you ask it, and how do you check its output?

Question 2: Tell me about a time you handled an angry customer whose package was lost. What did you do, step by step?

Question 3: How do you keep track of open cases so nothing gets forgotten? Name the actual system or method you use.

Question 4: Which Shopify stores have you worked on? For each: the market (EU/US/other), the approximate monthly revenue, and what you were responsible for day to day.

Question 5: Have you ever trained or managed another person (VA, agent, small team)? What did you learn about it, and why do you want a role where you first do the work yourself before you lead?

3. Include your expected monthly salary and your earliest start date.

Applications that skip the word AMBER or the 5 questions will not be read. I reply personally to every serious application.