CX Operations Associate (remote)

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TYPE OF WORK

Full Time

SALARY

$898/mo

HOURS PER WEEK

40

DATE UPDATED

Sep 18, 2026

JOB OVERVIEW

Company:
Coterie Baby, Inc. is a modern baby care brand offering high-quality, eco-friendly diapers and wipes for a premium diapering experience. We pride ourselves on a customer-centric approach, ensuring parents have a beloved brand they can trust.

Job Overview:
Coterie is seeking an Operations Associate who is highly organized, detail-oriented, and comfortable owning complex operational workflows from start to finish. In this role, you will help keep orders, subscriptions, fraud reviews, chargebacks, and post-purchase exceptions moving smoothly across our systems. This role is not only about completing assigned tasks, but also about proactively noticing recurring issues, identifying opportunities to improve how work gets done, and helping make our CX operations stronger over time. You will work across tools, queues, and cross-functional teams to investigate issues, resolve blockers, spot patterns, review trends, complete audits, identify SOP gaps, and protect the customer experience behind the scenes. If you enjoy solving operational problems, managing high-impact details, and taking ownership in a fast-moving environment, we want you on our team.

Key Responsibilities:

- Support Order Flow: Check, clear, and resolve quarantined orders across our warehouse systems to keep orders moving. This may include pushing orders through Netsuite, making order corrections and communicating with customers when needed.

- Own Fraud Operations: Review and action fraud alerts, approve or cancel high-risk orders, and assist in chargeback resolutions. Conduct regular fraud reviews to identify trends, risks, and opportunities for prevention.

- Manage Subscription Alerts: Investigate and resolve subscription alerts to ensure active accounts align with current product offerings, approved product combinations, billing rules, and subscription frequencies.

- Post-Purchase Order Management: Resolve and replace orders flagged by P44, including incorrect address, damaged, available for pick-up, refused/RTS, idle shipments, and orders missing initial scan for 3+ days. Notify customers directly when replacements are issued.

- Support Technical Issue Resolution: Submit technical issues through Jira and partner with the appropriate cross-functional teams to ensure they are investigated and resolved.

- Support Moderation & Ad Hoc Tasks: Assist with TikTok ad moderation and operational tasks as needed, including manually creating shipping labels, supporting data projects, executing cross-functional discount requests, and providing occasional customer-facing or inbox support.

Who You Are:
- Analytical Problem Solver: You can investigate complex operational issues, identify patterns, and get to the root cause quickly. You are comfortable reviewing data, spotting discrepancies, and making clear decisions based on evidence.

- Detail-Oriented Operator: You are highly accurate in repetitive, high-impact workflows where small misses can create larger downstream issues. You are comfortable working across multiple systems, tools, and queues without losing track of the details.

- Clear Communicator: You communicate clearly, concisely, and professionally across internal teams and, when needed, directly with customers. You can explain issues, next steps, and resolutions in a way that keeps the experience smooth and considerate.

- Ownership-Driven Executor: You take full ownership of your work from investigation through resolution. You are proactive, independent, and comfortable managing changing priorities while making sure nothing falls through the cracks.

QUALIFICATIONS:
- Experience: 1+ year in operations, fraud, billing, technical support, case management, or complex issue resolution. Experience in e-commerce, retail, subscription, or order management is preferred.

- Ownership: You have real experience owning issues from investigation through resolution, including follow-up, documentation, and process improvements when needed.

- Technical Skills: Experience with tools like Shopify, NetSuite, Jira, Kustomer/Zendesk, warehouse systems, or fraud/chargeback platforms is a plus.

- Work Setup: Reliable internet (high-speed connection) and computer required

COMPENSATION & BENEFITS
• Competitive Salary: Starting at $898 USD per month (approximately 56,423 PHP) base pay (including stipend).
• 13th Month Pay: We provide a 13th month bonus pay every year, aligned with Filipino employment traditions.
• Paid Training & Growth: Paid training is provided to get you up to speed on our products and tools. We invest in continuous skill development – expect mentorship and access to resources to help you grow with us.
• Monthly Internet Stipend: We also provide a monthly internet allowance ($50USD) to ensure you have a stable connection for work.
• Team Culture & Perks: Join a supportive, friendly team. We have weekly video meetings to stay connected and fun occasional team-building activities. You’ll be part of a company that values its people – 100% of employees say Coterie is a great place to work! ---------- . Plus, we celebrate your milestones (like birthdays and other special occasions) with small gifts or bonuses as a token of appreciation.

HOW TO APPLY (REQUIREMENTS)
Apply by sending us your resume and a short video introduction created JUST FOR COTERIE!

In your video:
• Tell us why you’re excited to join our team.
• Share an example of something you owned and improved

We value thoughtful, PERSONALIZED SUBMISSIONS that give us a real sense of you, your style, your personality, and how you connect with customers. At Coterie, we work in a high-volume environment while still delivering white-glove service, so we’re looking for people who can thrive in both. We can’t wait to meet you!

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