Ecommerce Customer Support & Operations Executive – Shopify

We are looking for an experienced Ecommerce Customer Support & Operations Executive to join our team. This role is specifically for candidates who have hands-on experience working with Shopify-based ecommerce stores and handling direct-to-customer online store operations. Important: We are only looking for candidates with Shopify ecommerce experience . Experience limited to Amazon, Flipkart, eBay, Meesho, Myntra or other marketplaces will not be considered relevant for this role. Key Responsibilities Handle customer enquiries through email and live chat Assist customers with product information, order status, delivery, returns, refunds and warranty enquiries Manage and process orders through Shopify Review customer orders and resolve order-related issues Coordinate with warehouse, shipping and fulfilment teams Handle order cancellations, returns, exchanges and refunds Update customer and order information in Shopify Monitor delayed, failed or problematic deliveries and follow up accordingly Communicate professionally with customers and provide timely resolutions Maintain records of customer issues and resolutions Support day-to-day ecommerce store operations Identify recurring customer or operational issues and report them to the team Work with internal teams to improve the overall customer experience Required Experience Previous experience in Ecommerce Customer Support & Operations Strong hands-on experience with Shopify Experience managing orders directly through Shopify Admin Experience handling customer support for a DTC ecommerce website Experience with shipping and logistics operations, including creating shipping labels, tracking shipments and coordinating with courier partners Good understanding of order fulfilment, shipping, returns, refunds and cancellations Strong written English communication skills Good attention to detail and problem-solving skills Ability to manage multiple customer enquiries and operational tasks efficiently Shopify Experience Required Candidates should be comfortable working with: Shopify Admin Order management Customer profiles Refunds and cancellations Order edits Discounts Fulfilment and tracking information Product and inventory information Basic understanding of Shopify apps used for ecommerce operations