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This position was posted on May 22, 2026 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
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
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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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