Ecommerce Operations & Community Manager

About the Client

The client (name will be shared as you progress through the process) is a New Zealand-based functional beverage brand that produces ready-to-drink cold brew coffees and coffee add-ons infused with ingredients like protein, adaptogens, and the likes rather than traditional café-style coffee. The company was created to deliver convenient, clean energy and sustained focus without the typical caffeine crash, combining real specialty coffee with functional nutrition to support productivity, fitness, and everyday performance.

About the Role

Customer service and community
-Own the support inbox end to end (Gorgias), inbox zero standard, under 2 hour response time in business hours
-Reply to all Instagram DMs and comments across posts, daily
-Handle order and shipping queries, damaged or missing item claims, subscription changes and cancellations
-Follow the client’s brand voice: empathetic, ownership-first, brand steward not ticket handler. Lead with resolution, protect -brand trust over margin
-Escalate to the owner only for legal or chargeback threats, public figures, safety concerns, or repeat complaints from the same customer

Logistics and stock operations
-Primary point of contact with 3PL partners in NZ and AU
-Track and resolve shipping delays, courier exceptions, damaged or short shipments
-Monitor stock levels across warehouses and flag reorder points before stockouts
-Handle customer-facing order status questions
-Flag pick-and-pack fee or service issues back to the owner
-Invoicing, expense, and data entry
-Stockists lead follow-up and sales coordination across the pipeline

Creator outreach and management
-Source creators aligned with the brand’s target audience and lifestyle positioning
-Run outreach and onboarding end to end for creators under 50k followers
-Brief creators on Instagram Collab features
-Manage the full lifecycle: outreach, terms sign-off, product dispatch, tracking post-live date, monitor view counts
-Calculate payment ($15 CPM, $50 floor, $500 cap), paying within 48 hours
-Flag any high-performing collab post to the owner for potential paid amplification

Qualifications & Skills
-At least 2 years of experience in customer service, e-commerce support, or customer experience roles (experience in retail, food & beverage, health & wellness, or consumer brands is a plus).
-Experience handling customer inquiries using platforms like Gorgias, Zendesk, Shopify, or similar tools is preferred.
-Strong written communication skills.
-Experience managing orders, shipping concerns, returns, refunds, damaged/missing items, and subscription changes.
-Ability to resolve customer concerns independently and provide excellent customer service.
-Experience working with couriers, warehouses, or logistics partners is an advantage.
-Good attention to detail with experience in inventory tracking, invoicing, and data entry.
-Experience managing social media interactions, including Instagram comments and direct messages, is preferred.
-Experience with influencer/creator outreach or partnerships is a plus.
-Strong organisational skills and ability to manage multiple tasks in a fast-paced environment.
-Comfortable working remotely and able to work independently with minimal supervision.