Senior Operations Coordinator
Run the engine behind every order: build the processes, set the KPIs, and keep customer operations scaling cleanly.
About the Role: Senior Operations Coordinator
Our Customer Operations team is the engine that keeps the flywheel turning: every order processed cleanly, every trade deal executed well, and every decision made in service of our two North Stars, GMV and Revenue. This seat is the operator who makes sure that engine runs.
You are both an operational owner and a task-completer. You're the person who looks at a messy process and immediately starts mapping how to fix it, not because someone asked, but because you can't help it. You make decisions confidently, document everything, and build systems that make the people around you better.
You thrive where the rules are still being written. You know that "we've always done it this way" is not a reason. You bring structure to chaos without losing the speed early stage requires. And when something is going sideways, you're the one who flagged it two weeks ago.
What You'll Do
- Make confident, timely operational decisions that balance customer experience against the growth of the business.
- Build and maintain a centralized Knowledge Center: SOPs, processes, and learnings documented in the system.
- Manage team scheduling and support coverage, identifying gaps before they become customer-facing problems.
- Proactively identify capacity constraints and recommend when to hire or delegate.
- Assign ownership areas and establish measurable KPIs across Buyer Delinquency, Escalations, and Trade Quality.
- Partner closely with the Buyer Manager on clear communication and scalable cross-team processes.
- Be the voice of the CX team: surface what's working, what's slowing things down, and what would have the greatest impact.
Apply if you
- Have an ownership mindset: you don't wait to be assigned a problem, and you measure yourself against GMV and Revenue rather than task completion.
- Have built SOPs, knowledge bases, or operational documentation that teams actually use.
- Are a confident decision-maker who knows when to escalate and when to own it.
- Are data-driven: you don't just report a metric, you already know why it moved and what to do about it.
- Have experience developing team members and creating structured ownership areas.
- Work comfortably across Customer Operations, Buying, and Engineering.
- Have startup DNA: you triage well, move fast, and know which corners are safe to cut.
- Work AI-natively, using Claude and automation tools as a daily force multiplier.
Even better if you have
- Experience in recommerce, logistics, or high-volume transaction environments.
- A background in customer operations or support at a scaling startup.
- Bilingual English / French.
How to apply
Hit Apply for this role and pick Senior Operations Coordinator. Come ready to talk about a process you built or significantly improved, and a time you made a call without full information.
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