E-commerce Operations & Customer Experience Specialist

Job summary

Handle complex customer escalations and coordinate with fulfillment partners and carriers to resolve shipment issues. Improve operational systems by analyzing recurring problems, developing SOPs, and implementing automation to reduce errors and support tickets.

Job details

About Larry’s Catch At Larry’s Catch, we bring wild-caught, premium Canadian seafood straight from the ocean to our customers' doorsteps. We are a fast-growing direct-to-consumer (DTC) brand currently delivering 4,000+ orders a month across Canada, with plans to double our volume over the next year. Because we ship high-stakes perishable products, customer trust and flawless cold-chain logistics are at the heart of our brand. We are looking for an E-commerce Operations & Customer Experience Specialist to join our team, lead our Tier-2 customer support, manage logistics challenges, and help us scale our operational processes. A Note on How We Work: We aren’t just looking for someone to push buttons inside our existing tools, we’re looking for someone who evaluates how we work, spots friction, and builds better, cleaner systems. If you love taking a messy manual process and turning it into a streamlined, automated SOP, this role is for you. What You’ll Do As our first full-time operational hire in Canada, you’ll wear two high-impact hats: Customer Experience Champion and Logistics Problem Solver. You will work closely with our founders and collaborate daily with our other support team members. Tier-2 Customer Escalations: Step in on complex, sensitive, or high-priority customer issues (via email, chat, and help desk tools like Gorgias/Zendesk/Richpanel and Quo) with speed, empathy, and food-safety awareness. Fulfillment & Carrier Operations: Communicate daily with our fulfillment partners and shipping carriers to track batch shipments, resolve missing/damaged packages, and process claims. Team Collaboration & Delegation: Serve as the Canadian operational anchor for support team guiding daily hand-offs, routing Tier-1 vs. Tier-2 tickets, and building out standard operating procedures (SOPs). Process Improvement & Root-Cause Analysis: Track recurring operational errors (e.g., late deliveries, mispacks, thawed orders) in Shopify/help desk systems and lead initiatives to fix systemic issues before they hit the customer. Systems & Workflow Optimization: Audit our existing tech stack (Shopify, customer support desks, Quo, carrier portals) to identify manual bottlenecks. Set up automated rules, build seamless integrations, and continuously refine our operating systems to reduce work effort and human error. Proactive Ticket Reduction: Don't just close support tickets, eliminate them. Analyze customer complaint data to identify root causes (e.g., recurring packaging issues, confusing tracking notifications) and implement system fixes that solve problems before customers reach out. What We’re Looking For Experience: 2+ years in DTC e-commerce, customer support, or operational fulfillment (experience with perishable, cold-chain, or food products is a huge plus!). Tech-Savvy: Strong familiarity with Shopify and customer support software (e.g., Gorgias, Zendesk, Gladly, Quo). Problem-Solver Mentality: You don’t just close tickets; you figure out why a problem happened and implement solutions to stop it from happening again. Empathy & Communication: Exceptional written and verbal communication skills. You can turn an upset customer into a lifelong fan. Systems-First Mindset: You don't just follow existing workflows, you naturally look for ways to make them faster, clearer, and more automated. Location: Must be based in and eligible to work in Canada. Why Join Us? Competitive Salary: $55,000 - $70,000 CAD per year (commensurate with experience). Health & Wellness: $2,000 annual Health Spending Account (HSA) for medical, dental, and health expenses. Perks: 20% team discount on all wild Canadian seafood. Work Flexibility: Fully remote role within Canada, with the option to work out of our Toronto office whenever you prefer a change of scenery. Growth Opportunity: Be a foundational hire in a fast-scaling DTC brand with direct visibility to company leadership. Paid Vacation: 15 Days of paid vacation on top of statutory holidays each year. Hiring Process Stage 1 (Application): Resume + a few quick written questions Stage 2 (Call): 15–20 minute call to discuss role, salary alignment and intro questions Stage 3 (Case Study): Case study completed asynchronous Stage 4 (Team Interview): 45-minute deep-dive scenario interview with the team

What you’ll do

Handle complex customer escalations and coordinate with fulfillment partners and carriers to resolve shipment issues. Improve operational systems by analyzing recurring problems, developing SOPs, and implementing automation to reduce errors and support tickets.

Requirements

Requires at least two years of experience in DTC e-commerce, customer support, or fulfillment operations; experience with perishable or cold-chain products is a plus. Candidates must be based in and eligible to work in Canada, have familiarity with Shopify and customer support software, and demonstrate strong communication, problem-solving, and process-improvement skills.

Benefits

• Health Spending Account
• Team Seafood Discount
• Remote Work Flexibility
• Paid Vacation
• Statutory Holidays

Listed skills

• Shopify · Preferred
• Root Cause Analysis · Preferred
• Process Improvement · Preferred
• Workflow Automation · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Tier-2 Customer Support
• Customer Escalation Management
• E-Commerce Operations
• Shopify
• Gorgias
• Zendesk
• Gladly
• Quo
• Fulfillment Operations
• Carrier Coordination
• Cold-Chain Logistics
• Root-Cause Analysis
• Process Improvement
• Standard Operating Procedures
• Workflow Automation
• Written and Verbal Communication

Job areas

• Customer Service & Support
• Logistics
• Food & Beverage
• Retail
• Management & Leadership