Customer Support & Operations Specialist

Customer Support & Operations Specialist

We are an innovative and disruptive hardware startup focused on developing high-end ergonomic peripherals to enable professionals and gamers to reach their maximum by enhancing their performance, health, and comfort.

As a Customer Support & Operations Specialist at Dygma, you will be responsible for ensuring our customers receive excellent support while helping our day-to-day operations run smoothly. This role combines customer and technical support with order management, inventory, warehouses, and logistics. You will work closely with our customers, international warehouses, and logistics partners to solve problems and ensure orders are delivered accurately and efficiently.

DUTIES AND RESPONSIBILITIESOperations & Logistics

• Manage daily orders across our warehouses in China and Europe.
• Manage orders in Shopify, including fulfillment, refunds, cancellations, and customer and order information.
• Manage our ERP and ensure order, inventory, and stock data is accurate.
• Manage and reconcile stock across our warehouses in China and Europe.
• Coordinate with warehouses and logistics partners to resolve shipping and fulfillment issues.
• Review warehouse, shipping, and logistics invoices.
• Negotiate rates and conditions with logistics suppliers.
• Stay up to date with international shipping regulations, duties, and tariffs.
• Help improve and document operational processes.

Customer Support

• Answer customer support tickets via email.
• Help customers on Discord, Reddit, YouTube, and social media.
• Troubleshoot product and technical issues.
• Develop in-depth knowledge of our products to provide accurate support.
• Identify recurring customer issues and help improve our products and documentation.
• Coordinate with the rest of the team to resolve more complex issues.

REQUIRED SKILLS AND EXPERIENCE

• Fluent English, both written and spoken.
• Excellent communication and customer service skills.
• Strong organizational skills and attention to detail.
• Good problem-solving skills and the ability to take ownership of issues.
• Comfortable working with technology and learning technical products.
• Experience with customer support, operations, logistics, order management, or a related field.
• Comfortable working with spreadsheets, ERP systems, and other digital tools.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Ability to work independently while collaborating effectively with the rest of the team.
• Previous experience with Shopify, Airtable, e-commerce, logistics, or inventory management is a plus.

WHAT WE OFFER YOU

• Full-time position as a Customer Support & Operations Specialist.
• Hybrid position based in Valencia: during the onboarding period, the position will be fully on-site so you can learn our products, systems, and processes alongside the team. Once fully onboarded, you'll work 3 days per week on-site and 2 days remotely.
• An intense, open, and international work environment with a multidisciplinary team.
• Comprehensive training on our products, systems, and operational processes.
• An opportunity for significant personal and professional growth as you take ownership of different areas of the business.
• Exposure to multiple aspects of an international hardware and e-commerce company, from customer support to logistics and operations.
• Flat hierarchies and direct communication. A culture where your opinion is highly valued and where you'll have the opportunity to improve how we work.
• All the equipment you need to do your best work, including an amazing Dygma keyboard.