Remote Contractor | 21–40 Hours Per Week

Preferred Locations: Australia or US West Coast

Lead LVLUP Health’s customer experience function, strengthen ecommerce operations and manage a major transition to a new third-party logistics provider.

About LVLUP Health LVLUP Health is an international wellness brand delivering effective, science-backed supplements in the health and biohacking space. Founded in 2020 by nutritionist and naturopath Kyal Van Der Leest, we create practitioner-grade formulations that prioritise real results.

Our products combine peptide science, advanced nutritional actives and carefully selected herbal extracts. They are practitioner-formulated, batch-tested for purity and trusted by clinics, dispensaries, health food stores and health professionals worldwide.

Our mission is to empower individuals and practitioners with tools that elevate performance, resilience and wellbeing.

About the Role We are seeking an experienced Operations & Customer Experience Manager to lead our customer support function, strengthen ecommerce operations and manage key systems and service standards. A major initial responsibility will be leading our transition to a new 3PL provider. As the role develops, there will be an opportunity to assume broader operational ownership within LVLUP Health.

Key ResponsibilitiesCustomer Experience Management

- Own the day-to-day performance of the customer support function.
- Allocate responsibilities and ensure appropriate team coverage.
- Establish and monitor response time, resolution time, customer satisfaction, backlog, productivity and quality standards.
- Review ticket quality and provide practical coaching and feedback.
- Manage complex, sensitive or unresolved customer escalations.
- Approve non-standard refunds, credits, replacements and goodwill resolutions within delegated authority.
- Maintain customer templates, macros, FAQs and Help Centre content.
- Identify recurring issues and coordinate long-term solutions.
- Use customer feedback and support data to improve policies, systems and customer journeys.

Team Leadership
- Directly manage Customer Support Specialists and Virtual Assistants.
- Establish explicit priorities, responsibilities and performance expectations.
- Lead onboarding, training and ongoing team development.
- Conduct ticket reviews, coaching sessions and team check-ins.
- Participate in performance reviews and address concerns promptly.
- Ensure compliance with current policies, SOPs and escalation procedures.
- Maintain accountability for accurate and timely work.
- Report relevant performance and operational information to the Head of Operations and Executive Team.
- Foster a professional, supportive and solutions-focused remote culture.

3PL and Fulfilment Management
- Own the operational relationships with LVLUP Health’s fulfilment providers.
- Act as internal project manager for the transition to a new 3PL.
- Create a transition plan covering milestones, responsibilities, dependencies, risks, target dates and contingencies.
- Coordinate onboarding across inventory, integrations, shipping rules, returns, subscriptions, customer support and operational workflows.
- Coordinate offboarding of the existing 3PL, including inventory reconciliation and transfer, outstanding orders, claims, returns, access and documentation.
- Coordinate responsibilities across both 3PLs, ecommerce platforms, internal teams, carriers and service providers.
- Oversee system configuration,



integration testing and end-to-end test orders.
- Maintain a risk and issue register and escalate material delays, costs or customer-impact risks.
- Train the support team on new systems, procedures and escalation pathways before launch.
- Update fulfilment SOPs, Help Centre content and customer communications.
- Lead post-launch stabilisation and resolve transition-related issues.
- Monitor the new 3PL against agreed service standards.

Ecommerce and Subscription Operations
- Oversee customer-facing operations across LVLUP websites, WooCommerce, subscription platforms and related systems.
- Resolve complex account, subscription, payment and ordering issues.
- Identify recurring technical problems and coordinate their resolution.
- Monitor product pages, customer journeys and operational website functionality.
- Work with marketing and ecommerce teams to improve conversion, retention and the post-purchase experience.
- Prepare the support team for website, product, promotion and subscription changes.

Operations and Process Improvement
- Create and maintain SOPs across customer support, ecommerce and fulfilment.
- Develop scalable workflows, documentation and escalation pathways.
- Lead operational projects from planning through implementation and review.
- Identify bottlenecks and implement approved improvements.
- Lead approved AI, automation and efficiency initiatives.
- Ensure new processes are documented, communicated, adopted and measured.
- Assume broader operational responsibilities as the role develops.

Payment Disputes and Risk
- Own chargebacks and payment disputes across PayPal and other providers.
- Review evidence prepared by the support team and manage complex or high-value disputes.
- Determine whether disputes should be contested, accepted or escalated within delegated authority.
- Monitor dispute outcomes, fraud patterns and financial exposure.
- Improve processes to reduce preventable disputes.
- Escalate significant financial, fraud or reputational concerns.

Collaboration
- Work closely with the founders, Head of Operations, marketing, ecommerce, finance and other operational team members.
- Coordinate cross-functional matters affecting customer experience, fulfilment or ecommerce.
- Share relevant customer insights and operational information.
- Provide occasional assistance to the Wholesale Manager where customer support, fulfilment or systems overlap. Wholesale-specific matters will remain the responsibility of the Wholesale Manager.

Decision-Making Authority You will be authorised to:
- Allocate work and manage customer support priorities.
- Approve customer resolutions within agreed policies and financial limits.
- Resolve escalated direct-to-consumer complaints.
- Approve updates to customer templates, workflows and operational SOPs.
- Recommend changes to staffing, systems, policies and procedures.
- Hold direct reports accountable for agreed standards.

Final approval of provider selection, contracts, material expenditure and major changes to the 3PL transition will remain with the Head of Operations and founders. Material financial, legal,



product-safety or reputational concerns must be escalated.

About You You are a confident, supportive leader who enjoys bringing structure to growing businesses. You create order from complexity, communicate professionally and solve underlying problems; not only immediate symptoms.

You can manage competing priorities while maintaining exceptional attention to detail. You take ownership, follow through, keep stakeholders informed and work effectively in a fast-moving remote environment.

Essential Experience

- Two to five years of experience in customer experience, ecommerce operations or a closely related field.
- Experience leading or supervising a customer support or ecommerce team.
- Experience in an ecommerce or direct-to-consumer business.
- Experience setting KPIs, monitoring performance and coaching team members.
- Demonstrated cross-functional project management experience.
- Strong capability in milestone tracking, risk management, stakeholder coordination and reporting.
- Experience creating and maintaining SOPs and scalable workflows.
- Working knowledge of orders, subscriptions, refunds, fulfilment and payment disputes.
- Experience working with 3PL, fulfilment or supply-chain partners.
- Excellent written and verbal English, judgement and problem-solving skills.
- Ability to lead a remote team and manage multiple priorities independently.

Highly Desirable
- Experience onboarding, migrating or offboarding a 3PL.
- Experience coordinating inventory transfers and ecommerce-to-3PL integrations.
- Experience with Zendesk, Shopify, WooCommerce, ShipBob and subscription platforms.
- Experience managing PayPal disputes and chargebacks.
- International ecommerce experience.
- Health, wellness or supplement industry experience.
- Experience using AI and automation to improve efficiency.

Experience with every listed platform is not required, but applicants must have demonstrated leadership experience in customer support or ecommerce operations.

Success in the First 6-12 Months

- Establish clear team responsibilities, coverage, workflows and performance expectations.
- Improve response times, resolution quality, customer satisfaction and operational visibility.
- Build scalable SOPs, reporting and documentation.
- Successfully manage the transition to our new fulfilment partner.
- Maintain continuity across inventory, orders, integrations, returns and customer support.
- Establish accountability and effective operating rhythms with the new 3PL.
- Reduce recurring customer, subscription and fulfilment issues.
- Demonstrate the capability to assume broader operational ownership.

Hours, Location and Remuneration
- Availability is required for agreed business hours and cross-regional meetings.
- Starting rate: AUD $55 or USD $39 per hour, depending on location.
- Opportunity for a rate increase as the successful candidate assumes broader operational ownership.

How to Apply Email [email protected] with the subject line “Operations & Customer Experience Manager” and include:

- Your résumé.
- A short introduction explaining your interest in the role.
- Your location, time zone, availability and preferred weekly hours.
- Details of ecommerce or DTC brands you have supported.
- Details of teams you have managed.
- An example of a customer experience or ecommerce process you improved.
- Details of any 3PL migration or major operational transition you have managed.
- The platforms and systems you have used.
- Your hourly rate expectations.

📌 Operations & Customer Experience Manager (Sydney)
🏢 LVLUP Health
📍 Sydney