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Ad title:
Senior Customer Experience & eCommerce Operations Specialist
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Company
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Published: 13 March
/ Deadline: 13 April
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Senior Customer Experience & eCommerce Operations Specialist
Remote, Full Time | Contractor
About Us:
We operate two established Australian eCommerce brands:
** Extac Outdoors - outdoor and 4WD equipment
** Oh Happy Home - premium natural homewares
We sell through Shopify, Neto, eBay, TikTok Shop, Klaviyo, and we are actively expanding into Amazon and additional marketplaces.
We are hiring a highly capable operator to take full ownership of customer experience and eCommerce operations from day one, with clear progression into broader commercial, growth, and strategic responsibilities based on performance.
This is not an entry-level support role. It suits someone who wants to think and act like a small business owner inside a growing eCommerce company.
Work Hours: 5:00 AM - 2:00 PM Tbilisi time (GMT+4); Aligned with 9:00 AM Perth time for real-time collaboration; 8 working hours per day (excluding lunch break) Monday to Friday
The Role
You will initially own:
** Customer communication across phone and email
** Order management and issue resolution
** Product listing management and optimisation
** Daily Shopify and Neto operations
** Coordination with warehouse and fulfilment teams
As you demonstrate strong performance and initiative, the role expands into:
** Product page optimisation and conversion rate improvement
** AOV (average order value) growth initiatives
** SKU rationalisation and margin-focused product analysis
** Revenue growth support across sales channels
** AI-driven workflow implementation
** Operational efficiency and process improvements
** Active involvement in launching and optimising our Amazon channel
This role is built for someone who wants increasing ownership, measurable impact, and long-term progression.
Key Responsibilities:
** Deliver fast, professional, high-quality customer communication
** Manage and optimise product listings, content, pricing, and inventory accuracy
** Coordinate closely with warehouse/fulfilment for smooth daily operations
** Improve product pages with SEO-friendly, conversion-focused copy
** Identify recurring issues and implement preventative solutions
** Proactively suggest ideas to improve AOV, customer retention, and gross margin
** Review revenue and margin data to identify growth opportunities
** Support product range expansion and marketplace growth (including Amazon)
** Provide structured weekly written summaries outlining wins, issues, and improvement initiatives
We value individuals who propose solutions before raising problems and take full responsibility for outcomes.
What We`re Looking For:
** 3+ years experience in eCommerce operations, customer experience, or similar
** Excellent written and spoken English; clear, confident, professional
** Comfortable handling customer phone conversations
** Strong logical, structured problem-solving ability
** Able to write clear, persuasive product content and concise reports
** Highly independent and self-directed
** Shopify experience required
** Experience with Amazon, Klaviyo, eBay or TikTok Shop a strong advantage
** Commercial awareness and comfort reviewing revenue, margin, and performance data (e.g., Shopify Analytics, Google Analytics, or similar tools)
** Detail-oriented with strong execution discipline
A formal degree is not required. Practical ability, commercial thinking, and initiative matter more.
Compensation:
** Base salary: USD $1, 800 - $2, 500 per month (based on experience and capability)
** Performance-based bonus offering meaningful upside for strong contributors, directly linked to profitable revenue growth, AOV improvement, and margin stability, aligned with the Australian financial year.
This role offers genuine long-term progression and increased earning potential for high performers.
Application Requirements
To be considered, submit:
1. Your CV
2. A 2-3 minute unedited video covering:
** Your eCommerce/operations experience
** A real problem you solved independently
** How you prioritise and handle urgent tasks
3. A written response (max 300 words):
** How would you increase AOV without harming conversion rate?
Incomplete applications will not be reviewed.
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