About Us

Little Sleepies is one of the fastest growing companies in America, according to Inc. Magazine (#1 in retail)! We make days and nights easier with super-soft yet impressively durable, thoughtfully designed products that families love. Featuring prints kids are obsessed with and fabrics parents trust, every piece is made to feel good, fit right, and get worn on repeat. We're rooted in innovation and driven by care, with our signature fabrics, Lunaluxe® and Soluxe®, custom-developed to support the way kids move, sleep, and grow — because comfort isn't just how it feels, it's how it's made. Driven by creativity, passion, and the desire to do something extraordinary, we strive to bring joy and comfort to families around the world. We're excited to be doing this, and we hope you will be too. If our mission resonates, we would love to hear from you!

Location:

Remote - United States

Visa Sponsorship:

This position is not eligible for Visa sponsorship.

The Role:

As a Customer Support Operations specialist, you'll sit at the intersection of customer experience, brand protection, and internal operations, playing a critical role in keeping our support ecosystem running smoothly. Reporting directly to the Director of Customer Support with day-to-day collaboration alongside the Customer Support Manager, you'll own cross-functional initiatives that span fraud prevention, intellectual property protection, logistics, finance, and marketing. You'll manage complex, multi-system workflows and serve as a key connector between teams ensuring that customer-facing issues are resolved efficiently and that internal operations are executed with precision

What you’ll do:

Customer Support Operations

• 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

Fraud & IP Protection

• 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

Review & Reputation Management

• Filter and respond to customer reviews in Okendo
• Monitor and respond to Trustpilot and BBB reviews and claims

Internal Operations & Coordination

• 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

What you’ll bring to the team:

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

What we’re excited to offer you:

• Ability to work cross functionally with a fast-growing team, with smile-sparking products that turn everyday moments into magical memories
• A supportive environment that fosters and encourages new ideas and innovation
• The opportunity to stock your drawers with Little Sleepies! Free pajamas & Play product when you join (and every year on your work anniversary!) and a generous employee discount all year long to keep you cozy

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

Little Sleepies is an equal-opportunity employer, and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.