Operation & Customer Service Associate

Catface•Austin, TX

About The Position

Reporting to our E-Commerce Operations Manager, CatFace is looking for a part-time Operations & Customer Service Associate to join our E-Commerce Team. This is a cross-functional support role at the center of our digital storefronts. Focusing on fulfillment operations and the customer experience including product launches and fan-facing events. Handling day-to-day customer inquiries, supporting new product go-lives, and acting as a connector between our web, logistics, marketing, and events teams, this role is great for an organized, strong communicator that genuinely cares about making fans happy. This is a high-ownership role with opportunities for long-term growth and development.

Requirements

2-3 years of experience in customer service, e-commerce operations, and/or cross-functional coordination, ideally in a DTC, retail, or product-based environment
Highly organized and reliable, with a proven ability to manage multiple moving parts across teams simultaneously
Strong communicator who knows when to solve independently and when to escalate
Sharp attention to detail, able to notice when a photo is missing, a date has slipped, or a listing looks off
Positive, can-do energy, especially in fast-moving or ambiguous situations
Strong desire to learn and grow with the role
Stable and reliable computer and internet access
Authorized to work in US without sponsorship
Must be at least 18 year's old

Nice To Haves

Hands-on experience with Shopify, Gorgias, Trello, Monday.com, or similar platforms
Experience working with 3PL’s
Familiarity with Amazon Seller Central or Walmart Seller Portal
Genuine interest in fan communities, gaming, or YouTube/Creator culture

Responsibilities

Own day-to-day customer service across our DTC storefront ( Aphmeow.com ), Amazon Seller Central, and Walmart Brand Store, responding to inquiries with warmth, speed, and on-brand tone
Support product launches by coordinating between web, design, and product teams to ensure products are accurate, live on-time, and issue-free
Assist with 3PL and warehouse partner coordination, including managing inbound/outbound flows, resolving exceptions, and continuously improving fulfillment processes
Assist team with sales reporting and performance analytics, including building and maintaining dashboards that give visibility into channel health and operational KPI’s
Amazon Seller Central operations, including listing optimization, Buy Box management, case management, and FBA shipments
Assist with end-to-end logistics from vendor PO through last-mile delivery
Cross-functional special projects including product logistics for trade shows and conventions
Track and escalate delays, blockers, or communication gaps to keep launch calendars moving
Maintain up-to-date product and launch documentation across internal tools including trackers, asset folders, and shared calendars
Provide post-launch QA support, validating products went live correctly and flagging any issues
Log and organize customer feedback and recurring trends to inform the merchandising and operations