CUSTOMER SERVICE AND OPERATIONS SPECIALIST

Company: Natural Cure Labs
Location: Remote

Reports to: CEO

Role Overview:

We need a “jack of all trades” to support immediate operational and customer service needs and grow with the company. This is not your standard admin or customer support role. You will be pushed to grow with the company, taking on bigger and bigger responsibilities across marketing, operations, finance, and more. You’ll work 1:1 with the CEO and have visibility into the most intimate aspects of the company. You must be a self-starter, super smart, and data-driven to be successful in this role. Make a huge impact as a founding member of the team!

ABOUT US:

Natural Cure Labs is a fast-growing dietary supplement company dedicated to delivering high-quality, science-backed products that empower healthier lifestyles. We are seeking a dynamic and resourceful Customer Service and Operations Generalist to join our team. This role offers a unique opportunity to work directly with the CEO, contributing across a variety of operational functions while growing alongside the company.
Natural Cure Labs Mission:
To empower individuals on their wellness journey by providing high-quality, naturally derived supplements supported by research.
Natural Cure Labs Vision:
To enable a culture of wellness, where individuals make informed choices and have access to natural products to live healthy, confident, and fulfilled lives.

Customer Service and Operations Specialist Success Scorecard:

• 100% customer inquiries (email, phone, in-app) responded to in <12 hours
• Inventory never falls below 2-week stock buffer
• 100% of lost inventory claims submitted within 14 days
• Respond or flag 95% of urgent emails / appointments for CEO within 12 hours.
• Assist with at least 3 affiliate-related tasks per month, contributing to program growth and performance improvements.
• Produce at least 2 pieces of high-quality marketing content (blogs, email drafts, etc.) monthly.

What Success Looks Like:

• You give back time to the CEO – through anticipating needs, solving problems proactively, and ensuring all tasks - big or small - are completed accurately and on time, you help the CEO focus his time on what matters most.
• Customer Support - Customer questions, complaints, and refund requests are addressed immediately. Negative feedback and lost package alerts are responded to quickly, and customer complaints go down across all platforms.
• Inventory Management - Inventory is always balanced across sales channels, minimizing stockouts or overstocking.
• Financial Reporting - Bookkeeping (where applicable) is accurate, invoices are processed on time, and financial records are reliable for decision-making.
• Executive Admin Function - The CEO’s schedule and email inbox are well-managed, enabling him to focus on strategic priorities. Travel and event logistics are flawlessly handled, allowing for smooth execution of conferences and business trips.
• Project Contributions - Projects like affiliate marketing, Shopify optimization, and compliance initiatives are executed successfully, delivering measurable improvements.
• Problem Solving / Communication – Identify areas for process improvement, build automations, and take ownership of solutions without needing constant direction.

KEY SKILLS:

• Customer Empathy + Problem-Solving: Ability to handle customer inquiries, complaints, and negative feedback with patience, professionalism, and a solution-oriented approach.
• Flexibility: Ability and willingness to handle customer issues at all hours of the day, and on weekends.
• English Verbal and Writing Skills: Crafting clear, concise, and professional messages in English for customers, vendors, and internal stakeholders.
• Multitasking: Juggling multiple priorities and tasks across different operational areas without missing deadlines.
• Detail Orientation: Ensuring accuracy in inventory management, financial records, and project execution.
• Prioritization: Assessing tasks based on urgency and importance to focus on high-impact activities.
• Resourcefulness: Ability to identify and implement practical solutions to operational challenges with little or no guidance.
• Planning and Execution: Capable of taking ownership of projects, creating timelines, and delivering results on schedule.
• Collaboration: Working effectively with the CEO, vendors, and other team members to ensure project success.
• Proactive Approach: Anticipating needs and taking the initiative to address issues without waiting for direction.
• Continuous Learning: Eager to develop new skills and grow with the company as its needs expand.

• Deliver Exceptional Customer Support: Respond to customer inquiries, complaints, and refund requests at all times of the day (including nights and weekends) with professionalism and efficiency to ensure customer satisfaction and loyalty.
• Ensure Accurate Inventory Management: Monitor, balance, and replenish inventory across all sales channels to prevent stockouts or overstocking. Order more inventory when needed. Negotiate better prices and “shop around” other contract manufacturers.
• Provide Reliable Executive Support: Take time and stress away from the CEO and handle administrative tasks seamlessly, ensuring smooth day-to-day operations, travel, logistics, etc.
• Drive Operational Efficiency and Growth: You take ownership of key projects, such as affiliate marketing, Shopify optimization, and compliance initiatives, to drive measurable business improvements. Identify and implement process enhancements to support company growth.
  Regular Role Activities:

1. Customer Support and Success (20%)

• Respond to inbound customer calls and emails within 12 hours of receipt.
• Manage customer refund requests and process returns within 24 hours .
• Address negative feedback and reviews across various sales channels and marketplaces professionally and constructively.

1. Inventory Replenishments and Channel Management (10%)

• Balance inventory across multiple sales channels (Amazon, Shopify, Walmart) to ensure optimal stock levels.
• Handle lost inventory claims and reimbursements via Flexport.
• Monitor inventory levels and coordinate re-ordering with Contract Manufacturers to prevent stockouts.
• Monitor and intervene fraudulent orders on Shopify.

1. Financial Operations (10%)

• Support general bookkeeping tasks (like uploading receipts to QuickBooks Online) and ensure accurate financial record keeping on QBO.
• Process vendor invoices and manage payment schedules via Bank of America.

1. Executive Administrative Support (15%)

• Coordinate conference travel and logistics for the CEO.
• Monitor and filter the CEO’s email inbox to prioritize urgent matters (Outlook).
• Manage scheduling and calendar organization (Outlook).

1. Project-Based Support (45%)

• Assist with affiliate marketing tasks and special projects (TikTok, GoAffPro).
• Contribute to marketing initiatives, including blog writing and content creation (Shopify).
• Optimize the Shopify website’s visuals, layout, and imagery to enhance customer experience.
• Take ownership of compliance projects, ensuring adherence to industry regulations and standards.