Operations & Customer Experience Manager

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.

Responsibilities:

• Own the day-to-day performance of the customer support function
• Allocate responsibilities and ensure appropriate team coverage
• Establish and monitor response time, resolution time, customer satisfaction, backlog, productivity and quality standards
• Review ticket quality and provide practical coaching and feedback
• Manage complex, sensitive or unresolved customer escalations
• Approve non-standard refunds, credits, replacements and goodwill resolutions within delegated authority
• Maintain customer templates, macros, FAQs and Help Centre content
• Identify recurring issues and coordinate long-term solutions
• Use customer feedback and support data to improve policies, systems and customer journeys
• Directly manage Customer Support Specialists and Virtual Assistants
• Establish clear priorities, responsibilities and performance expectations
• Lead onboarding, training and ongoing team development
• Conduct ticket reviews, coaching sessions and team check-ins
• Participate in performance reviews and address concerns promptly
• Ensure compliance with current policies, SOPs and escalation procedures
• Maintain accountability for accurate and timely work
• Report relevant performance and operational information to the Head of Operations and Executive Team
• Foster a professional, supportive and solutions-focused remote culture
• Own the operational relationships with LVLUP Health’s fulfilment providers
• Act as internal project manager for the transition to a new 3PL
• Create a transition plan covering milestones, responsibilities, dependencies, risks, target dates and contingencies
• Coordinate onboarding across inventory, integrations, shipping rules, returns, subscriptions, customer support and operational workflows
• Coordinate offboarding of the existing 3PL, including inventory reconciliation and transfer, outstanding orders, claims, returns, access and documentation
• Coordinate responsibilities across both 3PLs, ecommerce platforms, internal teams, carriers and service providers
• Oversee system configuration, integration testing and end-to-end test orders
• Maintain a risk and issue register and escalate material delays, costs or customer-impact risks
• Train the support team on new systems, procedures and escalation pathways before launch
• Update fulfilment SOPs, Help Centre content and customer communications
• Lead post-launch stabilisation and resolve transition-related issues
• Monitor the new 3PL against agreed service standards
• Oversee customer-facing operations across LVLUP websites, WooCommerce, subscription platforms and related systems
• Resolve complex account, subscription, payment and ordering issues
• Identify recurring technical problems and coordinate their resolution
• Monitor product pages, customer journeys and operational website functionality
• Work with marketing and ecommerce teams to improve conversion, retention and the post-purchase experience
• Prepare the support team for website, product, promotion and subscription changes
• Create and maintain SOPs across customer support, ecommerce and fulfilment
• Develop scalable workflows, documentation and escalation pathways
• Lead operational projects from planning through implementation and review
• Identify bottlenecks and implement approved improvements
• Lead approved AI, automation and efficiency initiatives
• Ensure new processes are documented, communicated, adopted and measured
• Own chargebacks and payment disputes across PayPal and other providers
• Review evidence prepared by the support team and manage complex or high-value disputes
• Determine whether disputes should be contested, accepted or escalated within delegated authority
• Monitor dispute outcomes, fraud patterns and financial exposure
• Improve processes to reduce preventable disputes
• Escalate significant financial, fraud or reputational concerns
• Work closely with the founders, Head of Operations, marketing, ecommerce, finance and other operational team members
• Coordinate cross-functional matters affecting customer experience, fulfilment or ecommerce
• Share relevant customer insights and operational information
• Provide occasional assistance to the Wholesale Manager where customer support, fulfilment or systems overlap

Requirements:

• Two to five years of experience in customer experience, ecommerce operations or a closely related field
• Experience leading or supervising a customer support or ecommerce team
• Experience in an ecommerce or direct-to-consumer business
• Experience setting KPIs, monitoring performance and coaching team members
• Demonstrated cross-functional project management experience
• Strong capability in milestone tracking, risk management, stakeholder coordination and reporting
• Experience creating and maintaining SOPs and scalable workflows
• Working knowledge of orders, subscriptions, refunds, fulfilment and payment disputes
• Experience working with 3PL, fulfilment or supply-chain partners
• Excellent written and verbal English, judgement and problem-solving skills
• Ability to lead a remote team and manage multiple priorities independently
• Experience onboarding, migrating or offboarding a 3PL
• Experience coordinating inventory transfers and ecommerce-to-3PL integrations
• Experience with Zendesk, Shopify, WooCommerce, ShipBob and subscription platforms
• Experience managing PayPal disputes and chargebacks
• International ecommerce experience
• Health, wellness or supplement industry experience
• Experience using AI and automation to improve efficiency