E-commerce Customer Support & Operations Specialist (WooCommerce)

Job Summary

We are looking for an experienced E-commerce Customer Support & Operations Specialist to take ownership of our day-to-day store operations and customer communications. This role sits at the centre of our order flow — handling customer emails, managing orders end to end in WooCommerce, coordinating with suppliers, and researching new products to add to our catalogue. We need someone who has genuinely run an online store before, not a general administrative assistant looking to move into e-commerce.

Key Responsibilities

• Respond to customer inquiries by email covering order status, shipping timelines, product questions, returns, and refunds
• Manage the full order lifecycle in WooCommerce, including processing, fulfilment, tracking, cancellations, and refunds
• Coordinate directly with suppliers on order placement, stock availability, shipping timelines, and issue resolution
• Track and resolve shipping exceptions such as delays, lost parcels, and incorrect or damaged deliveries
• Process returns, replacements, and refunds in line with store policy
• Research and source new products, evaluating suppliers on cost, quality, shipping reliability, and margin potential
• Create and maintain product listings in WooCommerce and WordPress, including titles, descriptions, images, variations, pricing, and inventory levels
• Monitor recurring customer complaints and flag product or supplier quality issues before they escalate
• Maintain accurate records of orders, customer tickets, and supplier correspondence
• Keep inventory and product data current across the store

Mandatory Skills

• Proven hands-on experience in e-commerce or dropshipping operations — not general administrative support
• Direct working experience with WooCommerce, including order management, product uploads, inventory updates, and refunds
• Working knowledge of WordPress, including navigating the dashboard, editing product pages, and basic troubleshooting
• Excellent written English suited to customer-facing email support — clear, professional, and empathetic
• Experience owning end-to-end order management, including shipping problems, returns, and refunds
• Demonstrated experience in product research and supplier sourcing, comparing cost, quality, and delivery reliability
• Comfortable working across supplier platforms, tracking tools, and spreadsheets
• Reliable, detail-oriented, and able to work independently
• Strong communication skills with fast, consistent responsiveness

Preferred Skills

• Experience with dropshipping supplier platforms such as AliExpress, CJdropshipping, Spocket, or similar
• Familiarity with helpdesk software such as Zendesk, Gorgias, Freshdesk, or Help Scout
• Basic image editing for product listings using Canva, Photoshop, or equivalent
• Experience with additional e-commerce platforms such as Shopify or BigCommerce
• Familiarity with payment gateways and handling disputes or chargebacks through PayPal or Stripe
• Basic understanding of product page SEO and conversion-focused product copy
• Ability to manage multiple priorities simultaneously without dropping details

Why Join Us

This is a role with real ownership — you will be the person customers hear from and the person keeping our operations running smoothly. You will work closely with a hands-on team that values initiative, clear communication, and people who spot problems before they become problems. There is genuine room to grow as the store expands.

Work Schedule

Sunday to Friday (6 days/week), 6 to 7 hours per day, ~40 hours/week, Israel Time