1. Customer Support Management
Lead and mentor customer support teams
Handle escalated inquiries and complex customer issues
Create and enforce SOPs for consistent, high-quality responses
Monitor CSR performance and KPIs to improve efficiency
2. Supply Chain & Order Fulfillment Management
Monitor order processing and shipment status
Coordinate with suppliers to prevent delays and stockouts
Resolve shipment issues including late deliveries, customs, or lost packages
Implement processes to improve fulfillment efficiency and reliability
3. Dispute & Chargeback Management
Manage Shopify, Stripe, and PayPal chargebacks
Investigate and resolve disputes to minimize revenue loss
Develop SOPs for returns, refunds, and chargeback prevention
Track recurring issues and implement corrective actions
4. Senior Support / Escalation Handling
Provide high-level support for VIP or complex customer issues
Investigate patterns in complaints or refunds
Recommend improvements to reduce repeated problems
5. Backend Operations Management
Optimize Shopify workflows and backend processes
Track orders, refunds, disputes, and team performance
Create reports and dashboards for operational insights
Implement scalable processes to support business growth
6. Store Maintenance & Product Management
Update product listings, pricing, and descriptions
Create discount codes and promotional campaigns
Monitor store performance metrics and suggest improvements