[Remote] Operations Associate
Note: The job is a remote job and is open to candidates in USA. Nutrafol is a hair wellness company that creates clinically tested products and support for people experiencing hair thinning. The Operations Associate manages e-commerce, fraud, fulfillment, shipping, order, and system operations across DTC and B2B channels while coordinating with fulfillment centers, carriers, vendors, and internal teams.
Responsibilities
- Perform daily fraud screening on orders, flagging any for secondary verification before releasing
- Handle and maintain e-commerce, fraud, payment gateway, and 3PL systems (Magento, Kount, Authorize.net, and PayPal preferred)
- Handle all fulfillment and shipping issues, working closely with 3PL vendors
- Assist and troubleshoot any system issues raised by the customer experience team
- Triage new projects and issues internally before escalating to the development team
- Ensure all orders are fulfilled and tracking is reported to the system in a timely manner
- Handle all order errors and returns
- Liaise directly with the Card Processing Team on account specifics
- Process and submit documentation for chargebacks
- Learn and handle the tasks needed for B2B and Retail channels
- Investigate potential order and system errors
- Maintain general knowledge of data handling
- Own assigned operational queues, proactively monitoring workload to ensure timely resolution in accordance with established SLAs and performance expectations
- Handle all fulfillment and shipping issues, working closely with the fulfillment centers
- Ensure all orders are fulfilled in a timely manner
- Review and release verified orders
- Work closely with the Business Services Executive Team on shipping-related issues escalated by the Business Development Manager
- Triage new projects and issues internally before escalating
- Investigate potential order errors, returns, and chargebacks
Skills
- Bachelor's degree, or 2-5 years of experience in operations at an e-commerce or DTC company or experience working within a brand
- Knowledge of the e-commerce business model (i.e. fulfillment/shipping processes, customer service, user experience, business processes, etc.)
- Experience analyzing and documenting functional requirements for operational or e-commerce projects
- You are detail-oriented, with strong organizational and time-management instincts
- You have the ability to manage multiple projects under tight deadlines and adapt to changing priorities
- You're entrepreneurial: you follow your own projects and ideas through to execution, not just to hand-off
- You have demonstrated experience as a clear communicator who can work across teams: Sales, Customer Experience, Marketing, Supply Chain; at all levels
- Willingness to travel in-state and out-of-state for on-site audits and 3PL visits
- A flexible mindset, willing to accommodate potential after-hours coverage as needed
- It's a remote role based in the United States, and candidates must be able to work Eastern Time business hours to align with our team and external partners
- Hands-on experience with e-commerce tools such as Kount, Magento, Shopify, Skubana, or Salesforce is a plus
Benefits
- Fully remote work experience
- Comprehensive medical, dental, and vision package, including FSA program
- 401K with employer match
- Quarterly Bonus Program
- Flexible PTO
- Two company-wide wellness breaks every day
- Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
- Monthly wellness stipend
- Monthly internet stipend
- Monthly cell phone stipend
- Annual learning & development stipend
- Free meditation app membership (Headspace)
- Free Nutrafol subscription
- Pet insurance discounts and benefits
Company Overview