We are seeking a highly organized and customer-focused E-commerce & Community Operations Coordinator to support the daily operations of a fast-growing direct-to-consumer (DTC) beauty and wellness brand. This role is ideal for someone who thrives in a fast-paced startup environment and enjoys combining operational excellence with engaging customer experiences.
You will own day-to-day e-commerce operations, including order management, customer support, returns processing, and fulfillment coordination across the brand's DTC website and TikTok Shop. In addition, you will manage the brand's online community by responding to comments, direct messages, and social media interactions while supporting affiliate growth through the Social Snowball platform.
The ideal candidate genuinely enjoys the beauty, wellness, and consumer brand space and is proactive, detail-oriented, and comfortable wearing multiple hats.
Key Responsibilities
- Manage customer orders, returns, and fulfillment issues across the DTC website and TikTok Shop.
- Respond to customer inquiries via email, chat, and social media in a timely and professional manner.
- Monitor and engage with comments, direct messages, mentions, and tags across social platforms.
- Coordinate with internal teams to resolve order and shipping concerns.
- Manage the Social Snowball affiliate program by monitoring activity, onboarding new affiliates, and engaging with creators.
- Maintain accurate records and ensure a positive customer and community experience.
- Support day-to-day e-commerce and community operations in a fast-paced startup environment.
Requirements
- Experience in e-commerce customer service, including order management, returns, and fulfillment coordination.
- Experience managing customer interactions across social media platforms.
- Strong written English communication skills with excellent attention to detail.
- Highly organized and able to manage multiple priorities in a fast-paced environment.
- Customer-first mindset with strong problem-solving abilities.
- Comfortable working independently while collaborating with a remote team.
- Experience with TikTok Shop is highly preferred.
- Experience with Social Snowball or affiliate management platforms is a strong plus.
- Passion for beauty, wellness, or consumer brands is highly desirable.
What We're Looking For
- Proactive and dependable professional who takes ownership of daily operations.
- Strong organizational and multitasking skills.
- Positive attitude and collaborative mindset.
- Ability to maintain a consistent, brand-forward voice when interacting with customers and creators.
- Comfortable working in a startup environment where priorities can evolve quickly.
Benefits
- This is a 100% home-based position
- Health Insurance for Independent Contractors
- Holiday Extra Pay
- 15 PTOs per year (10 vacation PTOs, 4 mental health days, 1 birthday leave)
- Gym Reimbursement Program
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.
Skills Required
- Experience in e-commerce customer service including order management, returns, and fulfillment coordination
- Experience managing customer interactions across social media platforms
- Strong written English communication skills with excellent attention to detail
- Highly organized and able to manage multiple priorities in a fast-paced environment
- Customer-first mindset with strong problem-solving abilities
- Comfortable working independently while collaborating with a remote team
- Experience with TikTok Shop
- Experience with Social Snowball or other affiliate management platforms
- Passion for beauty, wellness, or consumer brands
What We Do
NeoWork is an operations and animation agency that fully embraces the new method of work. We are reimagining the BPO industry with a remote-first culture and an à la carte menu of services to fit your unique needs. NeoWork specializes in working with early-stage startups to quickly define and build out operations processes to help our clients scale quickly.
