Customer Operations Manager

Location: Nairobi

Schedule: Monday to Friday, 8:00 a.m. – 5:00 p.m. (Central Time)

We are seeking a Customer Operations Manager responsible for ensuring an exceptional customer experience and operational efficiency across ecommerce and fulfillment. This role covers three core areas: Customer Support, Order Management, and Reporting.

Requirements:

• Experience in Customer Operations, ecommerce, fulfillment, or customer service.
  
• Strong organizational skills and attention to detail.
  
• Experience managing orders (backorders, partial and international shipments).
  
• Experience with dashboards, operational trackers, and KPI reporting.
  
• Advanced English (near-native), both written and spoken.
  
• Bachelor’s degree in Marketing or a related field.
  
• Ability to work remotely and independently.
  
• Analytical mindset, problem-solving skills, and a customer-first approach.
  

Nice to Have:

• Experience with Shopify.
  
• Familiarity with AI tools (ChatGPT, Claude, Gemini).
  
• Experience working with 3PL or fulfillment partners.
  
• Interest in process improvement and operational optimization.
  

Ideal Profile:

Highly organized, reliable, and proactive individual with strong attention to detail, professional maturity, and a continuous improvement mindset. Results-oriented with a strong sense of ownership over the customer experience.