Remote Operations & Customer Experience Manager

Note: The job is a remote job and is open to candidates in USA. LVLUP Health is an international wellness brand delivering effective, science-backed supplements in the health and biohacking space. The Operations & Customer Experience Manager will lead the customer support function, strengthen ecommerce operations, and manage the transition to a new third-party logistics provider.ResponsibilitiesOwn the day-to-day performance of the customer support functionAllocate responsibilities and ensure appropriate team coverageEstablish and monitor response time, resolution time, customer satisfaction, backlog, productivity and quality standardsReview ticket quality and provide practical coaching and feedbackManage complex, sensitive or unresolved customer escalationsApprove non-standard refunds, credits, replacements and goodwill resolutions within delegated authorityMaintain customer templates, macros, FAQs and Help Centre contentIdentify recurring issues and coordinate long-term solutionsUse customer feedback and support data to improve policies, systems and customer journeysDirectly manage Customer Support Specialists and Virtual AssistantsEstablish clear priorities, responsibilities and performance expectationsLead onboarding, training and ongoing team developmentConduct ticket reviews, coaching sessions and team check-insParticipate in performance reviews and address concerns promptlyEnsure compliance with current policies, SOPs and escalation proceduresMaintain accountability for accurate and timely workReport relevant performance and operational information to the Head of Operations and Executive TeamFoster a professional, supportive and solutions-focused remote cultureOwn the operational relationships with LVLUP Healths fulfilment providersAct as internal project manager for the transition to a new 3PLCreate a transition plan covering milestones, responsibilities, dependencies, risks, target dates and contingenciesCoordinate onboarding across inventory, integrations, shipping rules, returns, subscriptions, customer support and operational workflowsCoordinate offboarding of the existing 3PL, including inventory reconciliation and transfer, outstanding orders, claims, returns, access and documentationCoordinate responsibilities across both 3PLs, ecommerce platforms, internal teams, carriers and service providersOversee system configuration, integration testing and end-to-end test ordersMaintain a risk and issue register and escalate material delays, costs or customer-impact risksTrain the support team on new systems, procedures and escalation pathways before launchUpdate fulfilment SOPs, Help Centre content and customer communicationsLead post-launch stabilisation and resolve transition-related issuesMonitor the new 3PL against agreed service standardsOversee customer-facing operations across LVLUP websites, WooCommerce, subscription platforms and related systemsResolve complex account, subscription, payment and ordering issuesIdentify recurring technical problems and coordinate their resolutionMonitor product pages, customer journeys and operational website functionalityWork with marketing and ecommerce teams to improve conversion, retention and the post-purchase experiencePrepare the support team for website, product, promotion and subscription changesCreate and maintain SOPs across customer support, ecommerce and fulfilmentDevelop scalable workflows, documentation and escalation pathwaysLead operational projects from planning through implementation and reviewIdentify bottlenecks and implement approved improvementsLead approved AI, automation and efficiency initiativesEnsure new processes are documented, communicated, adopted and measuredOwn chargebacks and payment disputes across PayPal and other providersReview evidence prepared by the support team and manage complex or high-value disputesDetermine whether disputes should be contested, accepted or escalated within delegated authorityMonitor dispute outcomes, fraud patterns and financial exposureImprove processes to reduce preventable disputesEscalate significant financial, fraud or reputational concernsWork closely with the founders, Head of Operations, marketing, ecommerce, finance and other operational team membersCoordinate cross-functional matters affecting customer experience, fulfilment or ecommerceShare relevant customer insights and operational informationProvide occasional assistance to the Wholesale Manager where customer support, fulfilment or systems overlapSkillsTwo to five years of experience in customer experience, ecommerce operations or a closely related fieldExperience leading or supervising a customer support or ecommerce teamExperience in an ecommerce or direct-to-consumer businessExperience setting KPIs, monitoring performance and coaching team membersDemonstrated cross-functional project management experienceStrong capability in milestone tracking, risk management, stakeholder coordination and reportingExperience creating and .