Internal Operations Assistant

Little Sleepies•Remote, CA

2d•$21 - $25•Remote

About The Position

Little Sleepies is a rapidly growing company specializing in soft, durable, and thoughtfully designed products for families. We are known for our unique prints and trusted fabrics, Lunaluxe® and Soluxe®, developed for comfort and movement. Our mission is to bring joy and comfort to families worldwide through innovation, creativity, and passion. We are seeking individuals who resonate with our mission to join our team.

Requirements

2+ years of experience in customer support operations, e-commerce, or a related role.
Hands-on experience with Shopify and Shopify Flow (required).
Familiarity with Gorgias for customer support ticketing.
Experience with Okendo or a similar reviews platform.
Working knowledge of Asana for task and project management.
Experience navigating Amazon Seller Central and third-party marketplace environments.
Comfort working within Allure Security, Radial, Trustpilot, and BBB portals.
Strong communication skills and the ability to handle sensitive customer interactions with professionalism.
A proactive, detail-oriented approach to managing fraud, disputes, and escalations across multiple channels.
Ability to collaborate cross-functionally and thrive in a fast-paced operations environment.

Nice To Haves

Exposure to NetSuite for ERP and fraud reporting (strong plus).

Responsibilities

Respond to financial disputes and chargebacks across all sales channels.
Monitor the Shopify Fraud Flow during product drops and answer Gorgias support tickets as needed.
Own customer-facing communications for oversell situations.
Handle post-remorse Radial cancellations, address changes, aging reports, and orders on hold.
Monitor Amazon Seller Central, counterfeit channels, and marketplace infringements for brand violations.
Regularly review the Allure Security dashboard and NetSuite fraud report.
Address fraud issues across multiple teams and channels, and own customer-facing fraud communications.
Apply IP bans for fraud, chargebacks, or abusive behavior via Shopify Flow; log activity in the Customer Tracker and flag in #cm-cs-chat.
Monitor the #ip-infringement Slack channel and Asana queue; send cease-and-desist communications using approved templates; follow up within 24 hours and escalate unresolved matters to the Director.
Filter and respond to customer reviews in Okendo.
Monitor and respond to Trustpilot and BBB reviews and claims.
Manage sample order submissions from photography, production, and PR teams.
Process Tech Packs from manufacturers and internal teams — remove watermarks and Graded Spec Areas, file by body style and date, and distribute to Customer Support.
Contribute relevant manufacturing insights from Okendo reviews to the monthly quality report.
Support Outbound operations following training from the current Outbound Manager.

Benefits

Health, dental, and vision insurance
Paid time off, vacation
Sick days
Paid holidays
Short and long-term disability
Life insurance
401(k)
Employee Assistance Program
Flexible Spending Accounts
Home office stipend
Internet stipend
Company discount
Team building activities
Company-issued computer
Free pajamas & Play product when you join (and every year on your work anniversary!)
Generous employee discount all year long