Order and Customer Support Ops Specialist

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: TYPE OF WORK

Full Time

: SALARY

$800 - $1,000/mo (DOE)

: HOURS PER WEEK

40

: DATE UPDATED

Apr 9, 2026

JOB OVERVIEW

IMPORTANT NOTE - We are specifically looking for candidates based in Manila, Philippines for this role. Distilled Strategy is a 10099-based / contractor workforce. You will be required to work US hours (EST/PST) regardless of your location.

About Distilled Strategy
Distilled Strategy is a high-velocity design and strategy partner for the world’s most complex industries: Fintech, HealthTech, and B2B SaaS. We help startups and enterprises move from archaic and clunky to intuitive and fundable. Our work has helped clients raise over $170M+, and we pair strategic design with emerging tools—AI included—to modernize how businesses operate and grow.

Who We Are
We’re a gregarious crew of designers, strategists, and developers. We believe you produce your best work when given the freedom to work with a team you’d actually love to hang out with "off the clock". We take our work seriously, but not ourselves.

Role Overview
The core mission of the Order & Customer Support Ops Specialist is to own order accuracy and operational clarity across a complex, multi-channel e-commerce operation and eliminate "silent failures" before they reach customers or leadership.

This role exists to break the “Operator’s Trap”. You are not here to simply react to tickets; you are here to stabilize order flow, surface root causes, and reduce leadership involvement by bringing structure to messy edge cases.

In this role, you will:
- Own Order Operations: Verify inventory accuracy across sales channels (Shopify, Sam’s Club, Kohl’s) and resolve WMS/OMS pipeline blocks (Extensiv to Lomac).
- Manage Customer Experience (CX): Own Zendesk as the central system, executing a "one-touch resolution" policy to solve tracking and delivery issues immediately.
- Tactical Problem Solving: Manually clear address verification errors and "fat-finger" mistakes daily before the shipping cutoff.
- Strategic Reporting: Use CX tagging to identify if issues are due to product quality, supply chain, or fulfillment errors to hold the entire system accountable.
- Reputation Management: Respond to public feedback on BazaarVoice and Okendo to proactively improve the customer journey.

You might be a good fit for us if...
- You Ask “Why,” Not Just “What”: You don’t blindly follow system outputs; you investigate until you figure out what actually happened.
- You’re a Night Owl: You are energized working US hours (Manila night shift) to ensure same-day shipping goals are met.
- You Think in Systems: You enjoy understanding how a "hub-and-spoke" system connects and looking for patterns to prevent recurring issues.
- Narrative Simplicity is Your Style: You can explain complex issues at a “9th-grade legibility” level.
- Ownership is Your Default: When something breaks, you don’t wait to be told what to do; you take initiative and close the loop.

Key Tech Stack
- CX: Zendesk (Primary), BazaarVoice, Okendo, Hotjar.
- Order Management: Extensiv (OMS), Lomax (WMS), Shopify.
- Retail Portals: Mirakl (Macy’s/Kohl’s), Sam’s Club Supplier Hub.
- AI Tools: ChatGPT/Claude for drafting brand-safe responses.

Application Instructions: We value attention to detail above all else. When applying, please set your subject line to: [Your Name] | Distilled / Order & Customer Support. This helps us filter out automated applications and get straight to the top candidates.

SKILL REQUIREMENT

Customer Support Management Order Management

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Order and Customer Support Ops Specialist

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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