Customer Experience & E-Commerce Operations Associate

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that’s almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn’t. By recruiting globally for specific client roles, we’ve grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that’s you, and one of our open roles fits, we’d like to meet you.

Role Summary

We are seeking an experienced Customer Experience & E-Commerce Operations Associate to support a luxury apparel e-commerce brand.

This role combines customer-facing support with detailed operational work across multiple systems and processes. The ideal candidate is a strong written communicator with a polished, elevated tone who is equally comfortable resolving customer concerns and managing precise e-commerce operations behind the scenes.

This role is open to candidates currently based in Latin America or the Philippines.

Key Responsibilities

Customer Experience

• Respond to customer inquiries across email and chat through Gorgias, maintaining a warm and elevated tone consistent with a luxury brand

• Own the resolution of order issues, returns, exchanges, and general product questions from start to finish

• Resolve routine customer cases independently without unnecessary handoffs or escalation

• Track and follow up on open tickets to ensure timely and complete resolution

• Maintain and apply brand voice guidelines consistently across customer interactions

• Identify recurring customer issues or friction points and proactively surface patterns

• Exercise sound judgment when determining when more complex issues require escalation

E-Commerce Operations

• Generate ASNs and inbound receiving documents for warehouse operations, ensuring accuracy and timely submission

• Upload and maintain product data, including barcode information, within PIM and inventory systems

• Create new product pages in Shopify and accurately complete operational product fields

• Maintain product information including barcodes, SKUs, UPCs, cost, country of origin, and HS codes

• Prepare product pages for handoff to creative and marketing teams

• Complete reconciliation and data-entry work on a same-day or next-day cadence

• Maintain a consistently low error rate across operational tasks

• Follow established processes and sequencing carefully across systems

• Identify and flag discrepancies or missing information early to prevent downstream issues

Required Qualifications

• 4–5 years of customer experience or customer support experience, ideally within e-commerce or a premium/luxury brand environment

• 2+ years of e-commerce operations experience, including receiving and inventory processes, product data entry, or order/inventory management in a retail or e-commerce environment

• Hands-on experience with Gorgias

• Hands-on experience with Shopify

• Experience using Google Workspace

• Strong written communication skills with the ability to maintain a polished and professional customer-facing tone

• Ability to manage customer issues independently from initial inquiry through resolution

• Comfortable working accurately across multiple systems and workflows

• Strong attention to detail and ability to maintain accuracy in high-volume operational work

• Ability to manage multiple priorities independently with minimal supervision

• Must be currently based in Latin America or the Philippines

Preferred Qualifications

• Experience working with premium or luxury e-commerce brands

• Experience with PIM or inventory-management tools

• Familiarity with warehouse or 3PL systems

• Experience with returns, exchange, or billing platforms

• Experience handling product data and e-commerce catalog setup

Tools & Technologies

• Gorgias, Shopify, Google Workspace, PIM and inventory-management systems, warehouse or 3PL systems, returns/exchange and billing platforms

Core Competencies

• Customer experience ownership and resolution

• Polished written communication and brand voice

• E-commerce operations and product data management

• Strong attention to detail and accuracy

• Independent judgment and problem-solving

• Process discipline and operational follow-through

• Ability to manage multiple systems and priorities

• Proactive identification of recurring issues and discrepancies

What We Offer

• Best salaries in the industry

• work remotely from the location specified for this role permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.