51379882676- Part- Time Customer Success & Operations Manager

Job Title: Customer Success & Operations Manager

Type: Part-time; Remote

Department: Customer Experience & Operations

About Us:

We are a luxury jewelry brand dedicated to delivering exquisite designs and exceptional customer experiences. As we grow, we’re integrating AI-powered tools to enhance our customer support, streamline operations, and ensure every interaction reflects the elegance and quality of our brand.

About the Role:

We are seeking a Customer Success & Operations Manager to oversee our customer support operations while helping implement AI systems to optimize efficiency.

What’s important to know about this role:

This position will begin as a hands-on CSR role, directly managing day-to-day customer inquiries and operations. As Selva completes its restructuring and AI automation setup, the CSR team will be built out down the road — and this role will evolve into a managerial capacity overseeing new hires and scaling CX processes.

The ideal candidate is equally comfortable responding to customers, managing Shopify backend tasks, and building an operational structure for future growth.

Key Responsibilities:

Customer Experience & Support (Initial Phase)

• Act as the primary CSR during the brand’s transition period, managing customer communications across email, chat, and social channels with a luxury service mindset.
• Handle Shopify-related customer tasks, including order management, refunds, exchanges, store credits, light inventory management, and troubleshooting checkout or account issues.
• Edit, optimize, and enhance customer-facing policies (shipping, returns, warranties, and FAQs) to ensure alignment with luxury industry standards and operational accuracy.
• Maintain brand tone and service consistency that reflects Selva’s premium image.

AI & Operational Systems

• Implement and optimize AI-driven support tools (e.g., Zendesk AI, Intercom, ChatGPT integrations) for chat automation, CRM workflows, and sentiment tracking.
• Collaborate on integrating Shopify apps for support tickets and returns, such as Commslayer, Gorgias, Kustomer, and other native Shopify solutions.
• Ensure seamless integration of AI systems to enhance efficiency without compromising personalized service.

Process & Performance Management

• Monitor key CX metrics such as CSAT, NPS, first response time, and resolution time.
• Develop and maintain SOPs, training materials, and workflow documentation to prepare for team scaling and automation rollout.
• Identify and execute process improvements to increase operational accuracy and reduce manual workload.

Cross-Functional Collaboration

• Partner with Marketing, Product, and Operations to relay customer insights that improve product experience and overall brand satisfaction.
• Translate customer feedback into actionable initiatives that enhance retention and loyalty.

Team Enablement & Growth (Later Phase)

• Once CSR automations and structure are in place, lead the recruitment, training, and management of a small Customer Success team.
• Train new CSRs on AI tools, Shopify operations, and luxury service standards.
• Foster a culture of excellence, accountability, and continuous improvement.

Requirements

Qualifications:

• 4+ years in Customer Success, Luxury Retail CX, or Support Operations, preferably in jewelry, fashion, or premium consumer goods.
• Hands-on experience with Shopify — including order management, refunds, app integrations, and workflow optimization.
• Familiarity with Shopify-related CX apps (Commslayer, Gorgias, Kustomer, etc.).
• Experience with AI support tools such as Zendesk AI, Intercom, or ChatGPT-powered systems.
• Strong analytical skills with the ability to create and interpret performance reports.
• Excellent written and verbal communication skills with attention to detail and a polished, professional tone.
• Experience editing or developing customer policies (returns, shipping, etc.) is a strong plus.

Ideal Candidate Profile

You’re a customer-obsessed, process-driven problem solver who understands luxury service expectations and thrives in fast-paced environments. You’re comfortable starting hands-on in customer service, but eager to grow into leadership — building structure, automating processes, and eventually managing a high-performing team.

You combine empathy with operational precision, using AI and Shopify tools to deliver an efficient, elegant, and seamless customer experience that matches Selva’s brand promise.