Customer Operations Coordinator

About the role

As a Customer Operations Coordinator at Petite Plume, you will be the front‑line point of contact for our customers, delivering personalized support across the holiday peak and throughout the year. This part‑time, temporary role blends customer service with operational coordination to ensure a seamless, high‑quality experience that reflects our luxury brand values.

Key responsibilities

• Respond to customer inquiries via email, chat, and phone with empathy and efficiency.
• Troubleshoot order issues, delivery concerns, and returns, providing timely resolutions.
• Maintain accurate interaction records in platforms such as Gorgias, Shopify, and Route.
• Collaborate with fulfillment, finance, and e‑commerce teams to craft tailored solutions.
• Document and report weekly, monthly, and quarterly return trends and KPIs.
• Assist the Customer Success Manager and Senior Director of Operations in identifying process improvements for fulfillment, logistics, and returns.

Required profile

• 1–2 years of customer service experience in an e‑commerce or client‑facing role.
• Strong written communication skills and proficiency with Excel and Google Sheets.
• Flexible availability, including weekends and key holidays in November and December.
• Willingness to increase hours during peak business periods.

Required skills

• Gorgias (or similar CRM platform)
• Zendesk (or similar CRM platform)
• Shopify
• Route
• Excel
• Google Sheets