Ecommerce Customer Support & Operations Executive – Shopify

Location: Palakkad

We are looking for an experienced  Ecommerce Customer Support & Operations Executive  to join our team.
This role is specifically for candidates who have hands-on experience working with  Shopify-based ecommerce stores  and handling direct-to-customer online store operations.
Important:  We are only looking for candidates with  Shopify ecommerce experience . Experience limited to Amazon, Flipkart, eBay, Meesho, Myntra or other marketplaces will not be considered relevant for this role.

Key Responsibilities  Handle customer enquiries through email and live chat
Assist customers with product information, order status, delivery, returns, refunds and warranty enquiries
Manage and process orders through Shopify
Review customer orders and resolve order-related issues
Coordinate with warehouse, shipping and fulfilment teams
Handle order cancellations, returns, exchanges and refunds
Update customer and order information in Shopify
Monitor delayed, failed or problematic deliveries and follow up accordingly
Communicate professionally with customers and provide timely resolutions
Maintain records of customer issues and resolutions
Support day-to-day ecommerce store operations
Identify recurring customer or operational issues and report them to the team
Work with internal teams to improve the overall customer experience

Required Experience  Previous experience in  Ecommerce Customer Support & Operations
Strong hands-on experience with  Shopify
Experience managing orders directly through Shopify Admin
Experience handling customer support for a DTC ecommerce website

Experience with  shipping and logistics operations, including creating shipping labels, tracking shipments and coordinating with courier partners
Good understanding of order fulfilment, shipping, returns, refunds and cancellations
Strong written English communication skills
Good attention to detail and problem-solving skills
Ability to manage multiple customer enquiries and operational tasks efficiently

Shopify Experience Required Candidates should be comfortable working with:
Shopify Admin
Order management
Customer profiles
Refunds and cancellations
Order edits
Discounts
Fulfilment and tracking information
Product and inventory information
Basic understanding of Shopify apps used for ecommerce operations