A payment processor needs paperwork. The manufacturer has gone quiet. The app developer is waiting on an answer, and a support queue nobody measures keeps growing. All of it lands on one desk today. Your job is to move it to yours and close it there.

None of it is routine. A new processor to set up, an integration that breaks overnight, a supplier question nobody has answered before. Each one needs someone who can work it out from scratch, make the call when it’s theirs to make, and move straight to the next.

WHO THEY ARE

They’re a direct-response DTC company selling a smart home safety product with its own companion app, built to alert at levels that actually matter for health. Instead of leaning on outside agencies, they built their own creative engine in-house, and that’s their edge in a category full of commodity products. The team is small, the ambitions aren’t: the goal is mid 8 figures next year and 9 figures the year after.

The culture is founder-led and quick. They test constantly, back decisions with data, and hold a high bar. Nobody here gets judged on tasks ticked off, only on outcomes owned.

This is a fully remote, full-time role.

WHAT’S IN IT FOR YOU

A business partner seat. You’re in the calls, you hear the thinking, and you get asked what you’d do.
Autonomy from week one. Spot what’s broken, propose the fix, then run with it.
A clear path up. As the company scales, this role grows into running operations, managing support and ops staff, and potentially head of operations or chief of staff.
Performance bonuses. Tied to customer support results and the key calls you make.
Ground floor of a scale-up. A ten-person team aiming for 9 figures. You’ll help build what it runs on.

WHAT YOU’RE GETTING INTO

Take over every open ops thread, from agencies and the warehouse to the manufacturer in China, and own each one until it’s closed.
Chase developers, vendors and suppliers for updates and estimates, and catch the ones going quiet before they turn into problems.
Triage the inbox every morning, run the calendar, and surface only what genuinely needs a decision from the top.
Handle payment processor and merchant account admin, from first setup to the ongoing paperwork.
Step into customer support oversight, set KPIs where there are none today, and resolve issues within existing policy.
Coordinate technical setups and integrations across the Shopify developers, the app developer and outside partners.
Research the options before a decision lands, and hand over a brief with a clear recommendation on top.
Sit in on calls with the CFO and key partners, learn how the business runs, and keep the task board current with what’s agreed.
Document new processes as SOPs while you learn them, so nothing lives in one person’s head.
Wrap each day with a short written update: what’s closed, what’s open, and what needs input.

WHO YOU ARE

You’ve spent several years as an EA, operations manager or chief of staff, and the person you supported would hire you again tomorrow
You’ve managed vendors, contractors and outside partners, and kept them delivering without being their boss
You’ve been handed problems you’d never seen before, figured them out, and turned the fix into a repeatable process
You’ve kept several live projects moving in parallel without any of them stalling
You run your own task system in ClickUp or a tool like it, and anything you’re asked lands there the moment it’s said
You own your mistakes and fix them before anyone has to point them out

Bonus if you’ve:

Supported a founder at an eCommerce or DTC brand
Worked hands-on in Shopify
Used a customer support helpdesk tool

WHAT SUCCESS LOOKS LIKE

First 30 days: The founder’s inbox and calendar run through you. You know the tools and vendors, and every open follow-up and thread is now yours.
First 60 days: Vendor, developer and processor coordination is yours end to end. Customer support has KPIs, and recurring tasks have written SOPs.
First 90 days: The founder is out of day-to-day ops. Issues get caught before they reach him, and his week is mostly creative work.