Customer Experience Lead — Remote & SOP Builder

The Role

We’re hiring our first dedicated Customer Service Representative to own the day-to-day customer experience across email, chat, and phone while also acting as a utility player across our Shopify store operations.

This isn’t a role where you simply close tickets. You’ll be close enough to the customer to spot patterns before anyone else, and we want someone who brings those insights back to leadership with thoughtful recommendations—not just reports.

We’re also looking for someone who enjoys building systems. As we grow, you’ll help create the SOPs, documentation, workflows, and playbooks that allow our customer experience team to scale efficiently.

Over time, there’s a real opportunity to help build and lead our customer experience function by helping hire, train, and onboard future team members.

What You’ll Do

• Own first-line customer support across email, chat, and phone, including order status, shipping issues, product questions, returns, and exchanges
• Answer inbound phone calls, assist customers in selecting the right products, and help complete sales by providing knowledgeable product recommendations
• Coordinate with our fulfillment vendors to resolve delivery, freight, and damage issues on flooring and equipment orders
• Support supplement customers with subscription questions (Recharge), product and dosage questions, and MAP-compliant messaging
• Use Shopify daily to look up orders, process refunds and exchanges, adjust orders, and identify fulfillment or inventory issues
• Identify recurring customer pain points—including product defects, shipping delays, confusing product pages, and operational issues—and proactively recommend improvements
• Build, document, and continuously improve customer service SOPs, macros, workflows, and internal documentation to help us scale efficiently
• Leverage AI tools such as Claude or ChatGPT to create documentation, improve workflows, draft customer responses, and streamline repetitive tasks
• Assist with Shopify operational tasks as bandwidth allows, including collection cleanup, review moderation (Judge.me), and catalog quality assurance
• Troubleshoot basic customer-facing issues with website apps such as wishlist tools, delivery estimate widgets, and other customer experience tools
• Help shape hiring criteria, onboarding, and training materials as the customer service team grows

What We’re Looking For

• 2+ years of customer service or customer experience experience, ideally within an e-commerce company or fast-growing startup (not a large call center environment)
• Hands-on Shopify experience, including order management and basic admin navigation
• Experience working with Recharge or another subscription management platform
• Experience working within an e-commerce technology ecosystem, such as Klaviyo, Judge.me, wishlist apps, shipping and delivery tools, or similar Shopify applications
• Experience creating or improving SOPs, documentation, customer service processes, or internal workflows
• Comfortable leveraging AI tools (such as Claude or ChatGPT) to improve customer service efficiency, create documentation, and streamline repetitive work
• Comfortable working independently, making sound decisions, and thriving without a rigid rulebook
• Strong written and verbal communication skills with the ability to confidently assist customers over the phone
• Ability to identify trends, solve problems proactively, and recommend operational improvements—not simply respond to customer tickets
• U.S.
  
  -based and available during standard U.S. business hours

Bonus Points

• Experience in health, fitness, or wellness e-commerce
• Experience supporting stores with large product catalogs
• Experience with rubber flooring, home gym equipment, or commercial fitness products
• Experience with dietary supplements or sports…