Back-End Operations Manager - E-Commerce

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TYPE OF WORK

Full Time

SALARY

$1,200 USD/month

HOURS PER WEEK

40

DATE UPDATED

Jul 27, 2026

JOB OVERVIEW

Back-End Operations Manager for a Fast-Growing E-Commerce Company
About Us

We are a fast-growing international e-commerce company selling premium consumer products across multiple countries. Our business is built on systems, speed, quality, and constant improvement.

We are now looking for an exceptional Back-End Operations Manager who will become the operational backbone of our company.

This is not a customer support position.

This is not a virtual assistant position.

Your responsibility is to ensure that our back-end operations run flawlessly every single day.

You will monitor our team, identify mistakes before they become expensive, improve processes, hold employees accountable, and make sure our company continues operating at a world-class level.

If you love building systems, solving problems, and taking ownership, this could become a long-term career with significant growth opportunities.

Your Responsibilities
1. Customer Support Management

You will oversee our customer support team on a daily basis.

Your responsibilities include:

Monitor customer support inbox.
Ensure all emails are answered within our required response times.
Review the oldest unanswered emails.
Ensure no inbox is being ignored.
Review random customer conversations every day.
Verify that agents follow our SOPs.
Ensure agents read the entire email thread before replying.
Identify incorrect refunds, reshipments, promises, or policy violations.
Give clear feedback when mistakes are found.
Document employee mistakes.
Follow up to ensure mistakes are corrected.
Escalate repeated performance issues when necessary.
IMPORTANT

To confirm that you have carefully read this entire job description, please start your application with the words:

BACK-END OPERATIONS

Applications that do not begin with these words will not be reviewed.

Continue reading carefully—there is more important information below.

2. Chargebacks & Payment Disputes

You will monitor all payment disputes across platforms such as:

Shopify Payments
PayPal
Airwallex
Mollie
Other payment providers

Your responsibilities include:

Check for new disputes every day.
Log every dispute immediately.
Record all deadlines.
Assign cases when required.
Review chargeback evidence before submission.
Verify tracking information.
Verify customer communication.
Verify policies and supporting documentation.
Ensure every dispute is submitted before the deadline.
Track dispute outcomes.
Document why disputes are won or lost.
Identify repeated dispute patterns.
Suggest improvements to reduce future chargebacks.

No dispute should ever be lost because of a missed deadline or poor preparation.

3. Inventory Management

You will monitor inventory and help ensure we never unexpectedly run out of stock & communicate directly with the agent keeping track of quality issues, shipping issues etc & how to resolve them!

Responsibilities include:

Monitor inventory levels.
Track daily sales volume.
Forecast inventory requirements.
Calculate estimated days of stock remaining.
Monitor incoming inventory shipments.
Track supplier lead times.
Identify stock risks before they become urgent.
Recommend reorder quantities.
Inform management when inventory action is required.
Track ?iled deliveries & Why.
Track & Broken/faulty products & Why & how to prevent it from happening.
4. Refund & Reshipment Review

You will review operational decisions involving:

Full refunds
Partial refunds
Reshipments
Order cancellations
Customer compensation

Your job is to verify that every decision follows company policy.

5. Fulfillment Monitoring

Monitor operational fulfillment including:

Unfulfilled orders
Missing tracking numbers
Delayed shipments
Returned packages
Packages awaiting customer pickup
Incorrect shipments
Country-specific shipping issues

Every issue should have an owner, action plan, and follow-up.

6. Process Improvement

One of your most important responsibilities is improving our systems.

Whenever the same mistake happens more than once, you should:

Find the root cause.
Determine whether an SOP already exists.
Improve the SOP if necessary.
Train the team.
Verify that the mistake does not happen again.

We don't like solving the same problems twice.

7. Daily Operations Report

Every working day you will provide a concise report covering:

Customer support status
Employee performance
Chargebacks
Inventory
Fulfillment
Refunds
Reshipments
Critical operational issues
Decisions requiring management approval

Your reports should be clear, organized, and accurate.

What We Are Looking For

You should have:

Previous experience in e-commerce operations, customer support management, operations, or project management.
Excellent organizational skills.
Strong attention to detail.
Excellent written English.
Strong problem-solving skills.
Ability to work independently.
Ability to hold employees accountable.
Confidence making operational decisions.
A systems-first mindset.
The ability to improve processes rather than simply follow them.
The ability to be a leader & give constructive feedback

Experience with any of the following is a major advantage:

Shopify
PayPal
Airwallex
Mollie
Gorgias
Gmail
Slack
Notion
ClickUp
Google Sheets
Excel
Whats app
Key Performance Indicators (KPIs)

Your performance will be measured and evaluations will be made every single day during the trial

Salary:
Trial: 6$/h

Starting salary: $1, ---------- USD/month
depending on experience.

We offer:

Salary review after probation
Performance bonuses
Long-term growth opportunities
Opportunity to become our future Head of Operations
How to Apply

Please include:

Tell us about yourself.
Describe your previous operations experience.
Have you managed remote teams before?
Have you worked with Shopify?
Have you handled chargebacks?
Have you managed inventory forecasting?
Which software platforms have you used?
What is your expected monthly salary?
When can you start?
Please record a 2–3 minute Loom video introducing yourself and explaining why you believe you are the right person for this role.
Interview Questions
Question 1

A customer support agent has not responded to their inbox for several days and there are now 40 unanswered emails.

Walk us through exactly what you would do.

Question 2

A chargeback deadline is in two days, but the assigned employee has uploaded incomplete evidence.

How would you handle the situation?

Question 3

Your inventory shows:

8,000 units remaining
Average sales: 400 units/day
New inventory requires 25 days to arrive

What would you report to management, and what action would you recommend?

Question 4

You discover that a customer support employee has issued a full refund to a customer who simply failed to collect their package.

What would you do?

Question 5

Describe a time when you identified an operational problem before it became serious.

How did you identify it?

What actions did you take?

What was the final result?

We are looking for someone who doesn't wait to be told what to do.

We are looking for someone who builds systems, improves processes, takes ownership, and helps us scale our company for many years to come.

SKILL REQUIREMENT
Bpo Operations Management Customer Support Management Logistics Coordination
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