Customer Success & E-Commerce Operations Manager | Linen Trail

About Linen Trail

Sustainable Quiet Luxury

Role Overview

Customer Success & E-Commerce Operations Manager

1. Customer Success

   – Be the voice of our customers, ensure every interaction builds delight, and set up systems for retention, reviews, and customer feedback loops.

2. E-Commerce Operations

   – Coordinate between production and logistics teams to ensure smooth, timely dispatches and delivery, while continuously improving operational efficiency.

This is a hands-on role for someone who enjoys building processes from scratch, loves solving customer problems, and thrives in a fast-paced D2C environment.

Key Responsibilities

• Customer Success & Support

• Manage customer interactions across channels (email, WhatsApp, calls, socials).
• Set up

  customer labs, surveys, and review systems

  to gather actionable insights.
• Build and run retention campaigns in sync with marketing (loyalty, win-back, referral).

• E-Commerce Operations

• Liaise with production and dispatch teams to ensure

  on-time deliveries

  .
• Create processes for order tracking, issue resolution, and proactive communication.
• Monitor order accuracy, logistics performance, and inventory coordination.

• System Building

• Develop SOPs for customer support and operations.
• Implement feedback mechanisms and process improvements for customer delight.
• Collaborate cross-functionally to ensure end-to-end customer journey excellence.

Who You Are

• 2–4 years of experience in

  customer success, e-commerce operations, or D2C support roles

  .
• Strong communication and problem-solving skills.
• Comfort with tools like

  Shopify, CRM, Google Sheets/Excel, WhatsApp Business, and ticketing systems

  .
• Passion for

  customer experience, operations, and building systems from the ground up

  .
• Prior experience in fashion, lifestyle, or D2C brands is a strong plus

.

What We Offer

• An opportunity to

  build a brand at the intersection of fashion and quiet luxury

  .
• A fast-paced, founder-led culture where your ideas and execution directly impact growth.
• Growth path to scale into

  Head of Customer Success / Operations

  as the brand expands.
• Competitive compensation + team benefits.
  

Location

Thrissur, Kerala