Operations & Customer Service Specialist (E-commerce)

Key Responsibilities

• End-to-End Operations Management Oversee daily workflows across brands, including inventory, order fulfillment, and supplier coordination. Act as the central hub between logistics partners, suppliers, internal teams, and customers.

• Bilingual Customer Support (Arabic & English) Provide responsive, empathetic support via chat, email, and phone. Resolve inquiries, returns, and escalations with speed and cultural sensitivity.

• Availability & Responsiveness Be online and proactive throughout the business day (flexible hours to cover peak periods). Anticipate issues and implement preventive solutions.

• Automation & Process Optimization Design, implement, and maintain automated workflows to reduce manual tasks and errors. Leverage tools to streamline operations and improve customer experience.

• Ownership & Problem-Solving Take full accountability for operational KPIs (e.g., order accuracy, response time, CSAT). Communicate transparently with stakeholders and drive continuous improvement.

What We’re Looking For

• Languages: Fluent in Arabic & English (written and spoken) – non-negotiable for customer-facing duties.

• Tech Stack Mastery: Hands-on experience with Zapier or n8n, and with WooCommerce, or similar. Able to build automations from scratch.

• E-commerce Ops Experience: 3+ years in operations, fulfillment, or customer support within e-commerce (preferred).

• Core Traits: Reliable, detail-oriented, proactive communicator, and calm under pressure.

• Bonus Points: Familiarity with MENA markets, multi-brand management, or remote team coordination.