Customer Support & E-commerce Operations Coordinator

About Gourmet Food

You'll be the first point of contact for our online customers, but this is more than answering questions. We're looking for a problem solver who spots issues before customers do, chases them through to resolution, and helps us tighten how our online store runs.

You'll own order exceptions, failed deliveries and dispatch follow-ups, keep our Shopify orders accurate, and report back to the team each week on what's working and what isn't.

What You'll Do

1. Customer Support

• Monitor and triage the email inboxes for our four brands. Answer routine enquiries, resolve order issues, and clear spam.
  

• Answer "where's my order" questions by looking up order and shipping status in Shopify.
  

• Reply to comments on our Facebook ads and posts in each brand's voice, and keep the conversation going.
  

• Manage Facebook Messenger for all four brands.
  

• Maintain and update our FAQs and help content so customers can find answers themselves.
  

• Use and help build response templates as you learn our brands and products.
  

2. E-commerce Operations

• Monitor order exceptions in Shopify, including payment holds, address errors and incomplete orders, and resolve them before they reach the customer.
  

• Track failed and delayed deliveries with our couriers, and keep customers updated until each one is resolved.
  

• Follow up dispatch issues with our team, including short shipments, damaged goods and incorrect items, and close the loop with the customer.
  

• Run regular Shopify order audits to catch errors, duplicates and stuck orders.
  

• Coordinate influencer and Facebook Group gifting, from tracking who receives product through to confirming delivery.
  

• Prepare a weekly report covering enquiry volumes, order and delivery issues, recurring problems, and recommended fixes.
  

• Flag complaints, recurring issues, and anything unusual to the team, with a suggested solution where you can.
  

Requirements

What You Bring

• Experience: 2+ years in customer support, e-commerce operations, or social media community management, ideally for an e-commerce or consumer brand.
  

• Communication: Excellent written English, with a friendly and natural tone you can adapt to different brands.
  

• Technical Skills: Experience with Shopify (preferred) and Meta Business Suite or Facebook page management.
  

• Problem-Solving: A problem-solving mindset. You dig into the root cause, follow issues through to resolution, and suggest improvements rather than just escalating.
  

• Attention to Detail: Strong attention to detail and comfort working with order data, tracking information and simple reports in Google Sheets or Excel.
  

• Judgement: Good judgement on what to answer, what to escalate, and what to ignore.
  

• Adaptability: Comfortable staying organised when volume spikes, for example when an ad goes viral or we launch in a new market.
  

• Work Environment: A quiet home workspace and reliable internet.
  

Work Setup

• Full-time and fully remote, working Philippine business hours. Hours may be adjusted to suit our Australian and UK customers.
  

• You'll be trained directly by our team and work as part of it day to day.
  

• Employed through Booth, with a laptop, internet and mobile allowance, and full Philippine benefits