Operations Coordinator

LUX & NYX — OPERATIONS COORDINATOR

Order Ops, Customer Support, Website QA & Retail Compliance
Full-time | Remote (must overlap US business hours)

ABOUT LUX & NYX

Lux & Nyx designs architectural handbags for professional women who refuse to choose between style and function. We've been featured in Forbes, Refinery29, NPR, and Marie Claire. We sell across Shopify DTC, Amazon, Nordstrom, and Macy's — and through a corporate gifting channel served by promotional-products distributors. We're a remote-first team led by founder Lisa Hu. We move fast. We build systems that compound. We hire people who can think and ship.


THE ROLE

You'll be the person who keeps Lux & Nyx's day-to-day operations running smoothly — orders logged right, the website accurate, retail compliance airtight, and customers looked after quickly and warmly — across every channel we sell: Shopify DTC, Amazon, Nordstrom, Macy's, and our corporate gifting line. You'll report to Michelle, who leads our operations team. Inventory, production, and fulfillment sit with her, so you can stay focused on the order, compliance, and customer-support side.

It's a hands-on role, built for someone detail-obsessed who takes real pride in careful, reliable follow-through — and who thinks. We want someone who notices when something looks off and says so, not someone who just moves work through. On the customer side, you'll use AI to help with the wording where we can, and handle it directly where we can't yet — so what matters most is your speed, your judgment, and your follow-through.


WHAT YOU'LL OWN

Order processing — Log every order clean across DTC, Amazon, and retail into Shopify, and catch the price / MOQ / wrong-address error before it ships. You'll also process B2B corporate-gifting orders and distributor POs as they come in.

Customer service — A big part of the role: follow up with customers fast and reliably, process warranty replacements and returns end to end (verify the window and known-batch rules, log the claim, send the confirmation), handle stuck-shipment carrier claims, and keep review-count tracking current. You'll lean on AI to help with the brand-voice wording, so you can move fast without being a copywriter.

Website & PDP QA — Upload and audit product pages across our own site and retailer portals: confirm photos are up, prices are right, and copy is correct; self-check every change and follow up with Systems or the retailer on any questions.

System tickets & follow-through — Stay on top of open system and website tickets daily, not just once a week, and chase each one to resolution so nothing slips through the cracks.

Retail routing support — Fill the routing-guide / EDI forms for Nordstrom and Macy's by following Michelle's SOPs. This supports Michelle — careful form-filling, not deep EDI work.

Ops support & admin — The smaller pieces that keep things running: update the partner inventory (ATS) spreadsheet, keep the team calendar current, and handle IT onboarding/offboarding (setting up accounts and access by SOP — not IT troubleshooting).

Systems & SOPs — Keep one source of truth, and document every process into a short SOP so the operation never lives in one person's head.

AI & tooling (evolving) — Use AI to speed up drafting and the repetitive steps where it helps. These workflows are still being built, so expect it more hands-on for now, and you'll help shape what's worth automating.


WHAT WE'RE LOOKING FOR

- Nothing slips past you — that's the #1 thing. Every order, ticket, and customer note done right, and you catch the error before it goes out.
- 3+ years in ecommerce/retail operations, order management, or customer support — DTC + marketplace (Amazon) + wholesale/retail exposure ideal.
- Hands-on in Shopify for order management, and comfortable following forms and checklists (like retail routing guides) — no deep EDI expertise needed, just care and accuracy.
- Detail-obsessed and checklist-driven — you'd rather double-check than walk something back.
- Reliable, warm customer follow-up — you respond fast and never let a customer thread go cold. You don't need to be a polished writer (AI helps with the wording), but you can hold a customer conversation on your own, too.
- Calm under volume; comfortable in async, remote, founder-led environments, with meaningful overlap with US business hours.
- Comfortable with AI — you use it to work faster where you can, and you're happy to roll up your sleeves manually while we build those workflows out.
- Here for the long haul — someone who wants to own this work and get great at it, not use it as a stepping stone to the next thing.


WHAT SEPARATES GREAT FROM GOOD

- Owns their lane and keeps it running clean.
- Catches the error before it goes out, instead of cleaning it up later.
- Documents as they go, so nothing lives in one person's head.
- Uses good judgment on the details, and raises the bigger calls early.
- Steady when things get busy — holiday and gifting season don't rattle them.


HOW WE MEASURE SUCCESS

Targets calibrate quarterly. These are the outcomes you'll actually be measured on:

- Order-entry accuracy: Zero mis-logged orders
- Customer response & follow-through: Every inquiry answered in under 24h; nothing dropped
- Warranty & returns turnaround: Every claim actioned in under 48h
- Website & PDP accuracy: Zero live errors (price / photo / copy)
- System-ticket follow-through: Reviewed daily; nothing left to slip
- Retail compliance: Orders ship to each store's routing-guide spec
- SOP coverage: Every recurring process documented


HOW WE WORK TOGETHER

- Regular weekly ops meetings with Michelle (ops lead) and the CEO — priorities, what's shipping, and what's at risk.
- Quarterly planning — themes, major ---------- nts (holiday, gifting season), and KPI targets.
- Async-first via Slack — decisions documented, same-day response on blockers.


COMPENSATION & BENEFITS

Competitive compensation tied to experience and location, plus a performance bonus for hitting the reliability KPIs. Paid PTO. Health stipend. Remote-first culture with intentional async work.


HOW TO APPLY

Start your application with the word CLEAN, and in three sentences tell us about a time you caught an order, inventory, or shipping error before it went out the door — something no one flagged for you. Then attach your resume. Applications that skip either step won't be read.

That first line is deliberate: it's how we see, before we ever meet, whether you read carefully and whether you own the details instead of waiting for someone to catch them for you.

ABOUT THE TEAM

We're a remote-first team. We run on weekly syncs, regular 1:1s, and quarterly goal-setting. We lead before we're asked. We think from the customer's perspective. We grow with intention. We think deeply before we act. If that's how you work too, we'd love to meet you.