Customer Experience Operations Support Lead - (Philippine-Based)

About Trafilea

Trafilea is a Consumer Tech Platform for Transformative Brand Growth. We’re building the AI Growth Engine that powers the next generation of consumer brands.

With over $1B+ in cumulative revenue, 12M+ customers, and 500+ talents across 19 countries, we combine technology, growth marketing, and operational excellence to scale purpose-driven, digitally native brands.

We own and operate our own digitally native brands (not an agency), with presence in Walmart, Nordstrom, and Amazon, and a strong global D2C footprint.

Why Trafilea

We’re a tech-led eCommerce group scaling our own globally loved DTC brands, while helping ambitious talent grow just as fast.

🚀 We build and scale our own brands.

🦾 We invest in AI and automation like few others in eCom.

📈 We test fast, grow fast, and help you do the same.

🤝 Be part of a dynamic, diverse, and talented global team.

🌍 100% Remote, USD competitive salary, paid time off, and more.

Key Responsibilities

We’re looking for a Customer Operations Support professional to help deliver a seamless post-purchase experience for our customers. This role sits at the intersection of customer experience, logistics, and operations—ensuring orders are fulfilled smoothly, issues are resolved quickly, and customers feel supported at every step.

You’ll work closely with Customer Support, Fulfillment, and Production teams to solve problems, improve processes, and elevate the overall customer journey in a fast-paced apparel eCommerce environment.

What You’ll Do

• Manage and resolve customer order issues (delays, returns, exchanges, refunds, replacements)

• Act as a bridge between Customer Support and Operations (warehouse, 3PLs, suppliers)

• Monitor order flow and proactively identify fulfillment or delivery issues

• Investigate root causes of customer complaints and drive solutions

• Support returns and exchanges processes, ensuring efficiency and customer satisfaction

• Track and report on key metrics (delivery times, return rates, issue resolution time)

• Help improve SOPs and workflows to reduce friction and errors

• Collaborate with CX teams to ensure consistent communication and tone

What We’re Looking For

• 4 years of experience in customer operations, support, or eCommerce operations

• Experience in eCommerce (strongly preferred)

• Familiarity with order management systems (e.g., Shopify, NetSuite, or similar)

• Strong problem-solving skills with attention to detail

• Ability to manage multiple priorities in a fast-paced environment

• Data-driven mindset—comfortable working with metrics like SLA, return rates, etc.

• Excellent English communication skills (written and verbal)

• Experience working cross-functionally with logistics, warehouse, or production teams

Nice to Have

• Background in 3PLs and global shipping operations

• Knowledge of sizing, fit, and apparel-specific return challenges

• Experience with CX tools (Zendesk etc.)