Postúlate en Kit Empleo: kitempleo.pe/empleo/wkmp2

Customer Experience & Operations Associate

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Holme & Hadfield | Remote | Full-Time

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About Us

nHolme & Hadfield is a premium e-commerce brand crafting handmade wooden display cases for collectors — watches, knives, coins, pens, and more. Since 2020, our award-winning cases have helped over 150,000 collectors worldwide showcase the items that matter most to them. We sell across Shopify, Amazon, and wholesale channels in the US, UK, Canada, and Europe.n

We're a lean, fully remote team that takes both our products and our customer experience seriously. As we scale, every order, every ticket, and every review matters - and we're looking for someone who feels the same way.

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The Role

nWe're hiring anCustomer Experience & Operations Associatento own our customer experience end-to-end and keep the operational engine behind it running cleanly. You'll be the first point of contact for our customers, the person making sure orders flow correctly through Shopify and our 3PLs, and the eyes on every review across Shopify, Trustpilot, and Amazon.n

This is a hands-on role. You'll actually be in the ticket queue, in Shopify, and in our 3PL portals every day - not coordinating around them. If something is stuck, delayed, or wrong, you'll be the one who notices and the one who fixes it.

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You'll report to the Operations Manager and work closely with the wider ops team across the US, UK, Australia, and Latin America.

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What You'll Do

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Customer experience

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- Respond to customer inquiries across email, chat, social DMs, and Amazon messages within SLA - no longer than 12 hours
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- Take ownership of customer issues end to end and follow them through to resolution
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- Process returns, replacements, and refunds cleanly through Shopify and Amazon
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- Turn negative experiences into positive ones - protect the customer and protect the brand
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- Feed product and process feedback back to the wider team so we keep improving
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nReviews & reputationn

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- Monitor and respond to reviews on Shopify, Trustpilot, and Amazon daily
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- Manage TOS-compliant strategies for growing review volume
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- Mitigate negative reviews and Seller Feedback through outstanding service and timely follow-up
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- Flag patterns in reviews that point to product, packaging, or fulfilment issues
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nOrder management & fulfilmentn

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- Own the day-to-day flow of customer orders through Shopify
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- Check Shopify settings to confirm orders are routing to the correct fulfilment location
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- Maintain and adjust fulfilment rules across our 3PL locations as inventory and priorities shift
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- Monitor stuck-in-transit orders and order delays, follow up with carriers and 3PLs to resolve
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- Process wholesale order creation and shipping cost estimation
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- Coordinate the shipment of influencer units for marketing campaigns
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nProcess & reportingn

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- Keep accurate records of customer interactions, returns, and operational issues
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- Build and maintain SOPs and response templates for common scenarios
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- Pull simple reports on ticket volume, response times, review activity, and order issues for the wider team
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nWho You Aren

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- 2+ years in a customer service or e-commerce operations role - ideally in a DTC or multi-channel brand
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- Genuinely empathetic with customers, and able to defuse frustration and turn a bad experience into a good one
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- Hands-on by nature - you'd rather solve the problem than write a policy about it (though you can do both)
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- Comfortable owning a queue and a process at the same time
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- Confident with Shopify order management, Amazon Seller Central messaging, and 3PL portals
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- Strong written English - clear, friendly, professional, and able to match our brand voice
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- Organised, self-directed, and able to operate independently in a remote environment
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- Working knowledge of: Shopify, Amazon Seller Central, Richpanel (or similar helpdesk), Asana, Slack, Google Workspace, Loom
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nBonus points fornexperience with Trustpilot review management, wholesale order workflows, customs/freight escalations, or basic spreadsheet reporting.n

How Success is Measured

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- Response time and SLA adherence across all customer channels
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- Seller Feedback scores and review ratings across Shopify, Trustpilot, and Amazon
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- Removal of negative Seller Feedback ratings
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- Order accuracy and on-time fulfilment rate
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- Speed and quality of returns, replacements, and stuck-order resolution
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- Contribution of product/process feedback that drives improvement
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Postúlate en Kit Empleo: kitempleo.pe/empleo/wkmp2

📌 Customer Experience & Operations Associate (Perú)
🏢 Holme & Hadfield
📍 Perú