E-commerce Support & Operations Contractor - MX

Job description

About the role Fresh Clinics runs a lean, fast-moving operation, and our clinic ordering and account support workflows need a proactive, detail-obsessed owner, not someone who waits to be told what's next. You'll be the operational backbone of our e-commerce presence — but here, that means owning the order lifecycle for a B2B clinic store, not managing a consumer storefront. You'll own the order lifecycle for our B2B clinic store, tracking orders through the pipeline, resolving supplier and shipping issues, and acting as a reliable point of contact for the clinics that order from us. This is a hands-on, independent role: you'll be trusted to manage priorities, flag issues before they become problems, and keep multiple stakeholders aligned across US time zones. What you'll do Order Management & Account Support Own the order lifecycle: Track clinic orders through the pipeline end to end, chasing exceptions, delays, and issues through to resolution. Resolve supplier & shipping issues: Act as the go-between for supplier and shipping problems, keeping clinics informed and orders moving. Be a reliable clinic contact: Serve as a consistent, trusted point of contact for our clinic accounts, not a one-off support ticket responder — this is repeat-business account support. Manage account activations and access: Ensure clinicians can order professional-grade supplies without delay, resolving access issues quickly. Customer Service & Escalation Support Triage incoming requests: Field and route customer service requests from our CS team, ensuring fast, accurate resolution. Stay calm under escalation: Communicate clearly and proactively with clinics and internal stakeholders, even when an order or issue is time-sensitive. Support pricing accuracy: Assist with price updates, promotional discounts, and flagging misalignments with agreed pricing strategy. Documentation, Collaboration & Light Analysis Maintain accurate records: Document processes, changes, and troubleshooting steps to support knowledge sharing and continuity. Work independently: Operate with minimal supervision while staying connected to the team through regular communication (Slack, video calls, etc.). Flag trends and improvements: Surface order trends, recurring issues, or basic reporting insights that could shape how we run the queue. We'd love you to have You must have Order lifecycle ownership: Experience tracking orders, managing exceptions, and chasing issues through to resolution, not just logging tickets. Account support experience: Background supporting repeat-business or B2B accounts, not one-off consumer transactions. CRM or ticketing system comfort: Hands-on experience in a CRM or ticketing platform — HubSpot is ideal, Zendesk or Salesforce is fine. Strong written English: Clear, professional written communication, and the ability to stay calm and solutions-focused under escalation. Based in Mexico: With availability during Eastern or Central US business hours. Nice to have Light analytical ability: Comfort flexing into order trend analysis or basic reporting when useful. Regulated or clinical/aesthetics exposure: Experience with regulated products, or in health-tech, digital health, or aesthetics. E-commerce platform familiarity: Hands-on exposure to e-commerce or order management platforms (Shopify, WooCommerce, or similar) — a plus, though our store is B2B clinic ordering, not consumer DTC. Familiarity with collaboration tools: Slack, Asana, or similar tools used by remote-first teams. Why Fresh 🌎 Ground-floor US expansion: you'll help build the operational backbone as we scale, not maintain something already finished. 🏆 Award-winning company: Deloitte Tech Fast 50 finalist three years running. We're not just growing; we're recognized for it. 🚀 Real ownership: your workflows, your fixes, your wins. We trust our people to perform and give them the autonomy to do it. ❤️ A culture that means it: Be Kind. Stay Humble. Work Smart. Hustle Hard. These aren't words on a wall; they're how we actually work. Are you ready? Apply now and tell us why you could be our next Freshie. Your Perspective Matters At Fresh, we believe that a diverse team is an innovative team. We are focused on creating an inclusive environment where people from all backgrounds, identities, and experiences feel they belong and can thrive. We strongly encourage you to apply, even if your past experience doesn’t perfectly align with every qualification listed. Your unique skills and passion could be just what we’re looking for, for this role or another. About this document This position description outlines the key responsibilities and requirements of the role at the date of issue. It is not intended to be exhaustive. As a growing business, Fresh Clinics may vary the duties, focus and structure of this role from time to time to meet changing operational needs, provided any changes are reasonable and consistent with the employee's skills, experience and level. This document does not form part of the employee's contract of employment. We're building the future of Hybrid Healthcare and it starts with people like you . Fresh Clinics empowers nurses and doctors to run thriving, compliant, and modern healthcare practices through our native iOS App, medical oversight, and human support behind them. We're Australian founded, and in 7 years grown to 170+ Freshie's and support +2000 clinicians across Australia, and now scaling fast in the USA; all whilst staying true to what matters most: building safe, sustainable hybrid healthcare. We're proud finalists in Deloitte’s Tech Fast 50 three years in a row and our culture is as bold as our mission: We work smart, hustle hard, stay humble, and lead with kindness. If you’re looking for a workplace that celebrates our people, drives real-world impact, and champions innovation - welcome home.