Job Description
We’re now looking for a Senior Operations & Customer Success Coordinator who can take the reins across operations, reporting, and customer support. This is a key role in a lean, entrepreneurial team — perfect for someone who thrives on variety, autonomy, and responsibility.
Job Title
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Senior Operations & Customer Success Coordinator
Work Schedule
- Day Shift
Job Qualifications/Requirements
- 4–6 years’ experience in an operations, e-commerce, or admin support role — ideally in a small, entrepreneurial company.
- Advanced spreadsheet and reporting ability — confident working in Xero and Excel.
- Excellent communicator — clear, timely, and professional in both written and spoken English.
- Proactive and independent: takes ownership, makes decisions, and follows through without needing hand-holding.
- Strong organisational and analytical skills: comfortable juggling multiple priorities.
- Tech-savvy: experience with Shopify, Canva, Meta Business Suite, Klaviyo, Microsoft 365 (or ability to learn quickly).
- A team player who enjoys variety — happy shifting from data reporting one day to creative or customer support the next.
Job Responsibilities
- Operations & Reporting:
• Manage Xero-based reporting: prepare weekly, monthly, and quarterly reports (training and context provided).
• Maintain advanced spreadsheets for inventory, landed cost tracking, and sales summaries.
• Liaise with warehouses in New Zealand and Australia to coordinate stock levels, dispatches, and reconciliations.
• Support supply-chain tasks: shipping documentation, supplier communication, and stock monitoring.
• Identify process improvements and streamline internal workflows. - Executive & Team Support:
• Manage the inboxes of the two founders: organise, prioritise, and respond to emails on their behalf where appropriate.
• Exercise good judgment and discretion when handling sensitive or confidential information.
• Anticipate needs, manage follow-ups, and maintain clear communication across key internal and external contacts.
• Document processes and updates using Loom or written SOPs.
• Manage task lists, calendars, and reporting sheets to keep the team on track.
• Communicate proactively on capacity, priorities, and progress. - Customer Success:
• Respond to customer emails and messages (Meta Inbox, Shopify, Okendo).
• Handle customer enquiries with empathy and efficiency — balancing friendliness with professionalism.
• Track recurring issues and suggest improvements to enhance customer experience. - Creative & Content Support:
• Work in Canva to create and resize product or marketing images.
• Upload content to Shopify, YouTube, and social platforms as needed.
• Support design tasks such as thank-you cards, postcards, and packaging artwork coordination.
Good luck and God Bless!