Operations Administrator - Remote

Brooklyn Bicycle Co. is an international DTC brand passionate about delivering beautifully designed, high-quality bicycles and outstanding customer experiences. Based in Brooklyn, NY, we believe in making city riding simple, stylish, and accessible. Join our friendly and collaborative team as we continue to grow our community of riders.

Job Overview

We are seeking a highly organized and detail-oriented Operations & Customer Experience (CX) Associate to support daily order management, administrative processes, and customer interactions. This role ensures seamless backend operations while delivering top-tier service to our customers across multiple channels. You will have access to a comprehensive Operations Manual and video tutorials to help you quickly get up to speed on all company processes.

Key Responsibilities

• Manage daily order processing using NetSuite and Shopify platforms.
• Provide prompt and professional support to customer inquiries across email, phone, live chat, and social media.
• Coordinate with warehouses and shipping partners to ensure timely and accurate order fulfillment.
• Process returns, refunds, and warranty claims according to company policies.
• Maintain and update product listings and stockist information on the website.
• Document internal processes using screenshots and screen recordings for future reference.
• Monitor orders for potential fraud and escalate as needed.
• Prepare and share regular order and inventory reports using Google Sheets.
• Review & Improve CS automations
• Assist President of company with administrative tasks

Required Skills & Tools

• Excellent written and verbal English communication skills.
• Familiarity with Shopify, NetSuite (or similar ERP), and Microsoft Outlook.
• Strong organizational skills and attention to detail.
• Proficiency with Google Workspace (Sheets, Docs, Drive).
• Ability to work USA business hours (9 AM – 5 PM EST).
• Experience with AI tools
• We're a small, agile team, and everyone pitches in to get the job done. While the core responsibilities are outlined above, flexibility and a willingness to assist with various tasks are essential for this role.

Success Metrics

• 99% order accuracy and timely processing within 24 hours.
• Customer satisfaction score of 90%+ based on post-interaction surveys.
• Timely resolution of refunds and warranty cases within 2 business days.
• Maintenance of accurate inventory records with less than 1% discrepancy.

Trial & Evaluation Criteria

• Trial Duration: 30 day trial period
• Deliverables Expected During the Trial:
• Process sample customer orders accurately.
• Provide clear, professional responses to sample customer inquiries.
• Complete a sample return/refund case following provided documentation.
• Performance Metrics for Successful Onboarding:
• High accuracy in task execution.
• Professional, friendly communication.
• Demonstrated initiative in identifying and suggesting process improvements.

When, Where, Compensation:

While our office is in Greenpoint, Brooklyn, you will work remotely and ideally be able to start immediately. This is a full-time position.

https://www.brooklynbicycleco.com/pages/about-us