Operations and Customer Experience Lead

Purpose of the role

To own the entire post-decision customer journey, from supply through fulfilment to the ongoing relationship, so that the business runs reliably without founder involvement in daily execution.

This is an ownership role. You will inherit a broad, partially documented function and be expected to structure it.

Operations

Inventory and supply Forecast demand by SKU, set and maintain reorder points, and track batch and expiry across channels. Raise purchase orders, chase suppliers against agreed lead times, and follow through to delivery. Maintain quality documentation, certificates of analysis and batch records. Supplier terms and pricing are set by the founder; this role executes against them.

Fulfilment and logistics Manage the daily order flow with our warehouse partner. Handle custom orders, exceptions, returns, exchanges and delivery issues. Monitor courier performance and resolve problems before customers notice them.

Platform and channel administration Maintain accuracy across the Shopify backend, including listings, pricing, inventory sync and discount codes. Administer quarterly memberships: renewals, failed payments, pauses and cancellations. Reconcile order data between Shopify, the warehouse and finance.

Process and reporting Document every recurring task as a written procedure. Deliver a weekly operations report covering stock position, order exceptions and customer themes.

Customer Experience

Service standards Own and maintain our approved response library and the tiering rules that determine which replies go out without review.

Enquiries and support Handle pre-purchase questions on product suitability, ingredients and usage, alongside order, payment and delivery support, across WhatsApp, email and social inboxes.

Post-sales support and consistency Run structured check-ins at day 30, 60 and 90. Support customers who are uncertain about their progress, and help them stay consistent with their own routine. Resolve service matters within agreed policy, and route any health-related or condition-specific question to the founder. This work directly sustains our reorder rate.

Membership care Manage pause, change and cancellation conversations, and hold retention conversations before a cancellation is processed.

Voice of customer Log recurring questions and objections by theme. Source reviews and testimonials. Provide a weekly summary to marketing.

Community and events Own the full customer communication cycle for our quarterly Seasons of Health events: invitations, RSVPs, pre-event briefing, delivery on the day, and post-event follow-up and referral tracking.

Requirements

• Three or more years in operations, e-commerce operations, customer service or fulfilment. Experience in a small or founder-led business is preferred.
• Working knowledge of Shopify, including order management and basic reporting.
• Comfortable managing customer conversations on WhatsApp Business.
• Bilingual proficiency in English and Mandarin, written and spoken.
• Based in Singapore, and available for four weekend events each year.

This role suits you if

You prefer to be given a problem rather than a checklist, you identify issues before they become urgent, and you are comfortable being the only person in your function. You will need patience and genuine warmth with older customers.

It will not suit you if you want a narrow, fixed remit or expect your week to be planned for you.

Applying

Please email summer@zaccha.com with your CV, a short note (three to five lines) describing a time you resolved a problem before anyone asked you to, and your earliest available start date.

Shortlisted candidates will complete a paid two-hour work sample (SGD 100) based on a real situation from our business. We do not ask for unpaid work.