Ecommerce Operations & Customer Risk Analyst (Remote — Philippines)

We run 4 Shopify stores and we're growing faster than our operations can keep up. Orders slip through the cracks. Customers get frustrated waiting. Some of them stop email ing and file a chargeback instead. We want someone whose whole job is making sure that stops happening.

WHAT YOU'LL ACTUALLY DO

This is a rhythm, not a project list.

DAILY - Work the support inbox. Identify what needs escalation today, and catch the threads the CS team marked handled but didn't actually resolve. The second part is the real value.
DAILY - Audit unprocessed orders. Find what's been sitting too long, rank it by dollar value, and surface the reason it stalled.
WEEKLY - Chase aged orders: paid but unfulfilled, or fulfilled but stuck in transit with tracking that hasn't moved. Pull the real carrier status and flag the ones heading toward a dispute.
BI-WEEKLY - Review products that went to draft status from stock issues and never came back.
ONGOING - Cross-reference Shopify data, order trackers, and support history to build one prioritized list of customers who need intervention now. Then make sure someone acts on it.

HOW WE MEASURE YOU

• Chargeback rate
• Average order age at resolution
• Number of aged orders that reach a customer complaint before we catch them

If our dispute rate drops and customers stop having to email us twice, you're doing the job.

YOU'RE A FIT IF YOU

• Have 2+ years in Shopify ecommerce operations, order management, or CX - hands in the admin, not supervising from above
• Genuinely enjoy spreadsheet work and can hold a 500-row export in your head well enough to notice what's wrong with it
• Know how carrier tracking behaves, and can tell a package that's genuinely stuck from one that's just between scans
• Have handled chargebacks or PayPal disputes and understand that the best dispute is the one prevented three weeks earlier
• Use AI tools in your workflow already, or are eager to - much of this job is running structured analysis with Claude and knowing when the output looks wrong
• Write clear, warm English to customers

DETAILS

Full-time, remote. 40 hours per week with overlap on US Pacific (PST) business hours.
Paid 1-week trial before we commit either way.

TO APPLY

Skip the cover letter. Send a note answering this instead:

An order was placed 5 weeks ago. Tracking says "in transit" with no scan for 18 days. The customer has email ed twice and the last reply from our team was 9 days ago. What do you do, in what order, and why?

That answer tells us everything.