Lead Customer Support & Fulfillment
About Celtara
Celtara is a US-based D2C health & wellness brand creating functional products designed to support everyday well-being.
Our products are ready-to-eat superfood blends made with thoughtfully selected ingredients and formulas developed with nutritionists and herbalists. Each blend is focused on supporting a specific area of health, such as gut health, liver health, metabolism, or immunity.
Our approach combines nature, science, and transparency, with products designed to be simple to use and easy to integrate into a daily wellness routine.
About the Role
We are looking for a Customer Support & Fulfillment Lead to take ownership of our customer support and fulfillment operations.
This role combines team coordination, analytics, process improvement, and hands-on operational work. You will help ensure that customers receive high-quality support, orders are processed smoothly, and internal processes continue to improve as the brand grows.
What You’ll Do
Lead day-to-day Customer Support & Fulfillment operations and help organize the team’s workload.
Monitor key support metrics, including First Response Time, Resolution Time, backlog, and CSAT.
Oversee fulfillment performance and help resolve delayed, stuck, lost, or problematic orders.
Track chargebacks, refunds, win rates, and recurring customer issues.
Analyze operational challenges and help identify practical solutions.
Support and develop Customer Support team members through regular feedback and guidance.
Improve customer service policies, Saved Replies, SOPs, and internal workflows.
Coordinate with warehouses, fulfillment partners, and external service providers.
Prepare clear reports on key metrics, current challenges, and ongoing improvements.
Help evaluate team workload and identify when additional resources may be needed.
Keep relevant stakeholders informed about important issues, risks, and progress.
What We’re Looking For
3+ years of experience in Customer Support, Customer Experience, Operations, or Fulfillment.
Previous experience as a Team Lead, Senior Specialist, Supervisor, or in a role with ownership of processes or a small team.
Strong e-commerce experience, ideally in a Shopify-based business.
Experience supporting or managing Customer Support agents.
Good understanding of Customer Support metrics and service quality.
Experience with fulfillment, shipping, warehouses, and order management.
Experience with chargebacks, refunds, disputes, and customer claims.
Strong analytical and problem-solving skills.
Confidence working with Google Sheets / Excel.
Experience creating or improving SOPs, policies, and operational processes.
English - B2+.
You’ll Be a Great Fit If You
Enjoy taking ownership of your area and improving the way things work.
Feel comfortable working independently while staying closely connected with the team.
Like working with data and using it to understand what can be improved.
Naturally look for practical solutions when challenges come up.
Are organized and comfortable managing several priorities at once.
Communicate clearly and keep others informed about progress and important updates.
Enjoy building processes in a growing, fast-moving environment.
Care about both customer experience and strong operational results.
What We Offer
Competitive salary + performance-based bonuses.
Fully remote work with a flexible schedule.
Opportunity to work with a dynamic, fast-growing team.
Supportive and friendly team environment.
