Job Overview
Location
Egypt
Job Type
Contract
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Oversee and optimize customer service operations across email, chat, and future support channels for a rapidly growing DTC ecommerce company in the wellness CPG space
- • Manage customer escalations and ensure consistent, high-quality customer experiences aligned with brand standards
- • Develop, document, and improve customer support workflows, standard operating procedures (SOPs), and FAQ resources
- • Monitor key customer service performance metrics and identify operational bottlenecks to resolve in real time
- • Build scalable customer support systems and infrastructure to support business growth and increasing volume
- • Support the hiring, onboarding, and management of future customer support team members as the team expands
- • Serve as the primary operational bridge between customer service and third-party logistics (3PL) and fulfillment partners
- • Coordinate closely with 3PL providers to resolve shipping delays, order errors, subscription issues, returns, and fulfillment discrepancies
- • Improve end-to-end workflows related to order processing, fulfillment, subscription management, and customer communication
- • Maintain full operational visibility across fulfillment processes and proactively identify opportunities to reduce errors and improve speed
- • Ensure seamless communication and data alignment between customer service systems, fulfillment platforms, and backend operational tools
- • Manage and optimize core operational systems including Gorgias and Sticky.io (CRM) to enhance efficiency and reporting
- • Leverage AI and automation tools to reduce manual workload, decrease headcount dependency, and improve response times
- • Implement AI-enabled workflows to streamline repetitive tasks across customer service and fulfillment operations
- • Maintain organized, scalable, and efficient operational systems that support growing customer and order volumes
- • Assist in building and maintaining dashboards and reporting tools to provide operational visibility across departments
- • Support the implementation of new communication infrastructure, support channels, and operational tooling as needed
- • Operate with strong ownership and accountability across all operational functions, taking initiative without prompting
- • Proactively identify inefficiencies in workflows, systems, or processes and implement data-driven solutions
- • Thrive in a fast-paced, high-growth startup environment where speed, execution, and adaptability are critical
- • Maintain an extremely detail-oriented approach to operations, ensuring accuracy in customer communications, fulfillment orders, and system configurations
- • Work directly with leadership to support operational scaling initiatives and contribute to long-term infrastructure planning
- • Record a video showcasing skill sets as part of the application process to be considered for the role
🎯 Requirements
- • 3+ years of experience in operations, ecommerce operations, customer experience operations, or support operations
- • Previous experience within a DTC or CPG ecommerce company strongly preferred
- • Experience working within fast-paced startup or high-growth environments
- • Experience managing operational workflows across customer service and fulfillment functions
- • Strong operational and systems-thinking abilities with excellent communication and organizational skills
- • Ability to identify inefficiencies and proactively solve problems in a fast-moving environment
🏖️ Benefits
- • Fully remote role with flexibility to work from LATAM, Africa, or Eastern Europe
- • Work during U.S. business hours (9 AM - 5 PM EST) to align with client time zone
- • Opportunity to shape operational infrastructure at a pivotal growth stage of a DTC ecommerce business
- • Direct impact on customer satisfaction, fulfillment efficiency, and company scalability
Skills & Technologies
Senior
Remote
About Scale Army
Scale Army Careers is a remote-talent marketplace that sources, vets and places top sales, marketing and technical professionals across Latin America and Africa into full-time roles with high-growth U.S. companies. Operating under the same umbrella as Scale Army, the platform pairs candidates with vetted 40-hour-per-week engagements, provides onboarding guidance, monthly check-ins and equipment stipends, and channels consistently strong performers into progressively higher-impact opportunities to build long-term, dollar-based careers.
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