***This is an on-site position, NOT remote/hybrid*** Job Description Epoch Sports is seeking a E-Commerce & Customer Experience Manager to lead the charge across our online storefront and customer journey. This hybrid role combines digital merchandising, website management, campaign coordination, and hands-on customer support. You’ll be responsible for running the day-to-day operations of our e-commerce business — optimizing product listings, launching drops, troubleshooting site performance — while also handling customer inquiries and building relationships with our community. This is a perfect opportunity for someone who is both analytical and empathetic, thrives in a fast-moving sports environment, and is ready to help a bold brand grow. Key Responsibilities - E-Commerce Operations (60%)
- Oversee the Epoch Sports Shopify Plus store, including product uploads, pricing updates, product categorization, collections, and metadata
- Monitor and improve website performance, UX, and conversion rates
- Coordinate seasonal product drops, campaign pages, sales promotions, and restocks with marketing and creative teams
- Ensure on-site branding, product imagery, and copy reflect current marketing strategy and tone
- Track performance KPIs: conversion rate, bounce rate, AOV, UPT, return rate, and site speed
- Collaborate with fulfillment and warehouse teams to ensure accurate inventory flow and timely shipping
- Manage integrations and tools such as Klaviyo, Gorgias, Google Analytics, Meta Ads, and post-purchase flows
- Customer Experience (40%)
- Provide responsive, solution-oriented customer support via Gorgias (email, chat, and phone)
- Resolve issues related to orders, returns, shipping delays, product sizing, and general inquiries
- Update and maintain FAQ, sizing guides, return policies, and automated responses to improve self-service options
- Track and escalate recurring feedback to internal teams (product, ops, design)
- Represent the voice of the customer in strategic meetings to enhance the overall user journey
- Maintain a helpful, professional, and brand-aligned tone across all customer communication
Qualifications - 2–4 years of experience in an e-commerce or DTC brand, ideally within sports, athletic wear, or consumer products
- Proficiency with Shopify Plus, Google Analytics, and Gorgias (or comparable customer support platform)
- Strong written communication skills and an instinct for customer tone and messaging
- Ability to analyze data, identify trends, and implement site optimizations
- Comfortable working cross-functionally in a fast-paced, startup-like environment
- Organized, adaptable, and self-motivated with an entrepreneurial mindset
- Passion for sports, athletics, and performance gear a strong plus
Bonus Skills (Not Required but Preferred) - Familiarity with paid media platforms (Meta Ads, Google Ads)
- Experience with Klaviyo or email/SMS campaign coordination
- Working knowledge of inventory systems and warehouse operations
- Exposure to visual merchandising or light graphic editing (e.g., Canva, Adobe Express)
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