**Customer Operations Manager ****

Location: Nairobi

Schedule:** Monday to Friday, 8:00 a.m. – 5:00 p.m. (Central Time)**

We are seeking a Customer Operations Manager** responsible for ensuring an exceptional customer experience and operational efficiency across ecommerce and fulfillment. This role covers three core areas: Customer Support, Order Management, and Reporting.**

Requirements:****

• Experience in Customer Operations, ecommerce, fulfillment, or customer service.

• Strong organizational skills and attention to detail.

• Experience managing orders (backorders, partial and international shipments).

• Experience with dashboards, operational trackers, and KPI reporting.

• Advanced English (near-native), both written and spoken.

• Bachelor’s degree in Marketing or a related field.

• Ability to work remotely and independently.

• Analytical mindset, problem-solving skills, and a customer-first approach.

Nice to Have:****

• Experience with Shopify.

• Familiarity with AI tools (ChatGPT, Claude, Gemini).

• Experience working with 3PL or fulfillment partners.

• Interest in process improvement and operational optimization.

Ideal Profile:**

Highly organized, reliable, and proactive individual with strong attention to detail, professional maturity, and a continuous improvement mindset. Results-oriented with a strong sense of ownership over the customer experience.

Key Responsibilities:

• Manage customer communication via email with clarity, professionalism, and timeliness.

• Resolve issues related to orders, shipments, returns, damages, replacements, and changes.

• Process refunds, returns, discounts, and gift cards.

• Manage ecommerce and wholesale orders from start to finish.

• Monitor pending orders, partial shipments, delays, and backlog.

• Coordinate international shipments and order modifications with logistics partners.

• Maintain updated dashboards, trackers, and operational reports.

• Track KPIs and daily performance metrics.