E-Commerce Manager

***This is an on-site position, NOT remote/hybrid***

Job Description

Epoch Sports is seeking a E-Commerce & Customer Experience Manager to lead the charge across our online storefront and customer journey. This hybrid role combines digital merchandising, website management, campaign coordination, and hands-on customer support. You’ll be responsible for running the day-to-day operations of our e-commerce business - optimizing product listings, launching drops, troubleshooting site performance - while also handling customer inquiries and building relationships with our community. This is a perfect opportunity for someone who is both analytical and empathetic, thrives in a fast-moving sports environment, and is ready to help a bold brand grow.

Key Responsibilities

• E-Commerce Operations (60%)
• Oversee the Epoch Sports Shopify Plus store, including product uploads, pricing updates, product categorization, collections, and metadata
• Monitor and improve website performance, UX, and conversion rates
• Coordinate seasonal product drops, campaign pages, sales promotions, and restocks with marketing and creative teams
• Ensure on-site branding, product imagery, and copy reflect current marketing strategy and tone
• Track performance KPIs: conversion rate, bounce rate, AOV, UPT, return rate, and site speed
• Collaborate with fulfillment and warehouse teams to ensure accurate inventory flow and timely shipping
• Manage integrations and tools such as Klaviyo, Gorgias, Google Analytics, Meta Ads, and post-purchase flows
• Customer Experience (40%)
• Provide responsive, solution-oriented customer support via Gorgias (email, chat, and phone)
• Resolve issues related to orders, returns, shipping delays, product sizing, and general inquiries
• Update and maintain FAQ, sizing guides, return policies, and automated responses to improve self-service options
• Track and escalate recurring feedback to internal teams (product, ops, design)
• Represent the voice of the customer in strategic meetings to enhance the overall user journey
• Maintain a helpful, professional, and brand-aligned tone across all customer communication

Qualifications

• 2–4 years of experience in an e-commerce or DTC brand, ideally within sports, athletic wear, or consumer products
• Proficiency with Shopify Plus, Google Analytics, and Gorgias (or comparable customer support platform)
• Strong written communication skills and an instinct for customer tone and messaging
• Ability to analyze data, identify trends, and implement site optimizations
• Comfortable working cross-functionally in a fast-paced, startup-like environment
• Organized, adaptable, and self-motivated with an entrepreneurial mindset
• Passion for sports, athletics, and performance gear a strong plus

Bonus Skills (Not Required but Preferred)

• Familiarity with paid media platforms (Meta Ads, Google Ads)
• Experience with Klaviyo or email/SMS campaign coordination
• Working knowledge of inventory systems and warehouse operations
• Exposure to visual merchandising or light graphic editing (e.g., Canva, Adobe Express)