Note: The job is a remote job and is open to candidates in USA. BuyGoods is a fast-paced e-commerce business operating at the intersection of technology, vendors, and customer experience. The Vendor Success & Operations Manager will own key vendor relationships, oversee vendor-managed customer support, analyze support data, and improve processes, reporting, quality standards, and customer experience.
Responsibilities
- Own relationships with key BuyGoods vendors and act as their primary Customer Support contact
- Manage vendor communication across Email, Slack, Microsoft Teams, Telegram, and other channels
- Oversee Vendor-Managed Customer Support, including quality checks, performance monitoring, and escalations
- Analyse customer support data, including contact reasons, refunds, cancellations, CSAT, and recurring issues
- Turn data into actionable insights and recommendations for vendors and internal teams
- Manage difficult conversations and influence vendor behaviour while maintaining strong relationships
- Coordinate with Customer Support, Compliance, Fulfillment, and Business Development to resolve issues
- Build and improve processes, reporting, playbooks, and Voice of Customer initiatives
- Identify recurring issues and proactively develop solutions to prevent them from happening again
Skills
- • 3–5 years of experience in Customer Success, Account Management, Vendor Management, Partner Management, Customer Experience, or Operations
- • Experience managing external clients, vendors, or partners
- • Experience within Customer Support operations , including escalations, quality assurance, ticket reviews, or performance monitoring
- • Strong data analysis and reporting skills using Excel or Google Sheets
- • Experience with CRM/help desk platforms such as Zendesk, Gorgias, Salesforce, Shopify , or similar
- • Strong communication and stakeholder-management skills
- • Comfortable managing multiple priorities and communication channels
- • Ability to deliver difficult feedback and influence without formal authority
- • Highly organised, proactive, and comfortable working independently
- • Enjoy working in a fast-paced, constantly changing environment
- • Can bring structure to operational chaos
- • Take ownership rather than waiting for direction
- • Are comfortable having difficult conversations
- • Use data to understand problems and drive better decisions
- • Enjoy building processes rather than simply following them
- • Can balance vendor relationships, customer experience, and business objectives
- • Are highly responsive and strong at managing competing priorities
- • Prefer a high-impact individual contributor role with significant ownership
- Location: Remote – United States
- Hours: 9:00 AM–5:00 PM
Benefits
- Remote work in the United States
- Help shape and develop BuyGoods’ Vendor-Managed Customer Support program, including its processes, quality standards, and reporting.
- Significant ownership and visibility without the responsibility of managing a large support team.
- Cross-functional exposure across Customer Support, Vendor Management, Compliance, Fulfillment, and Business Development.
- Build experience across vendor management, customer experience, operations, data analysis, quality, and process improvement.
Company Overview