Backend Manager for DTC E-commerce Supplement Brand

Backend Manager for DTC E-commerce Supplement Brand

NO AGENCIES. INDIVIDUALS ONLY. Any application that is clearly generated by AI will be rejected automatically.

We run a fast-growing DTC supplement brand in the pet niche, built on Shopify and scaling with Meta ads. I want to focus on marketing, so I'm hiring someone to take over the backend: customer service, suppliers and fulfillment.

This is a full-time, long-term role with a clear growth path:

• First month: Customer Service Agent. You work the inbox and learn the product, the customers and every process.
• After that: Backend Manager. You run customer service and the supply chain. That means managing the CS team and our AI support agent, and owning the relationship with our suppliers.

What we need

We need someone senior who can think and act on their own, not someone who waits for exact instructions.

Right now we have fulfillment issues with our suppliers in China. I'm fixing them, and you'll help me by following up, pushing suppliers to deliver, and holding them accountable. Over time, this becomes yours.

Your responsibilities

• Handle customer service tickets (refunds, cancellations, order issues, subscriptions)
• Communicate daily with suppliers and push them to fix problems
• Track orders, shipping delays and stock levels
• Spot problems before customers do, and propose fixes
• Write and improve SOPs
• Manage and train the CS team and AI agent
• Use Claude to work faster and build better processes

Must have

• Senior e-commerce experience in customer service and operations
• Shopify experience
• Helpdesk experience (Zendesk, Commslayer or similar)
• Experience managing suppliers or fulfillment partners
• Hands-on experience using AI, like Claude, in your daily work
• Strong written English
• Full-time availability

Bonus

• Commslayer experience
• Supplement or health brand experience
• Experience with Chinese suppliers
• Team management experience

This role is NOT for you if

• You need step-by-step instructions for everything
• You think customer service is beneath you
• You avoid pushing back on suppliers
• You're not comfortable using AI tools every day
• You're an agency or outsourced team

Availability

Full time, flexible hours. We'll discuss the details on a call.

Important note about your application

We use AI every day, and so will you. But we do not want AI-written applications.

Any application that is clearly generated, rewritten or heavily polished by AI will be rejected automatically. Generic applications that could be sent to any job will also be rejected.

Write in your own words, naturally and directly, so we can understand how you think and communicate.

To apply

Answer the following in your own words:

1- What customer service and operations experience do you have in e-commerce, and which helpdesk tools have you used?
2- Tell us about a time a supplier or fulfillment partner let you down. What did you do?
3- How do you use Claude or other AI tools in your work? Give one specific example.
4- Have you managed a team before? How many people?
5- Can you commit full time, and are you currently working for anyone else?

Please also share your resume.

Please start your application with:
"loop."