Operation & Customer Service Associate

CatFace is the company behind Aphmau, one of YouTube’s largest gaming and entertainment channels. They are seeking a part-time Operations & Customer Service Associate to support their E-Commerce Team, focusing on customer service, product launches, and fulfillment operations.

Responsibilities:

• Own day-to-day customer service across our DTC storefront (Aphmeow.com), Amazon Seller Central, and Walmart Brand Store, responding to inquiries with warmth, speed, and on-brand tone
• Support product launches by coordinating between web, design, and product teams to ensure products are accurate, live on-time, and issue-free
• Assist with 3PL and warehouse partner coordination, including managing inbound/outbound flows, resolving exceptions, and continuously improving fulfillment processes
• Assist team with sales reporting and performance analytics, including building and maintaining dashboards that give visibility into channel health and operational KPI’s
• Amazon Seller Central operations, including listing optimization, Buy Box management, case management, and FBA shipments
• Assist with end-to-end logistics from vendor PO through last-mile delivery
• Cross-functional special projects including product logistics for trade shows and conventions
• Track and escalate delays, blockers, or communication gaps to keep launch calendars moving
• Maintain up-to-date product and launch documentation across internal tools including trackers, asset folders, and shared calendars
• Provide post-launch QA support, validating products went live correctly and flagging any issues
• Log and organize customer feedback and recurring trends to inform the merchandising and operations

Requirements:

• 2-3 years of experience in customer service, e-commerce operations, and/or cross-functional coordination, ideally in a DTC, retail, or product-based environment
• Highly organized and reliable, with a proven ability to manage multiple moving parts across teams simultaneously
• Strong communicator who knows when to solve independently and when to escalate
• Sharp attention to detail, able to notice when a photo is missing, a date has slipped, or a listing looks off
• Positive, can-do energy, especially in fast-moving or ambiguous situations
• Strong desire to learn and grow with the role
• Stable and reliable computer and internet access
• Authorized to work in US without sponsorship
• Must be at least 18 year's old
• Hands-on experience with Shopify, Gorgias, Trello, Monday.com, or similar platforms
• Experience working with 3PL's
• Familiarity with Amazon Seller Central or Walmart Seller Portal
• Genuine interest in fan communities, gaming, or YouTube/Creator culture