About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device — as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About Firstbase, an AppDirect Subsidiary

Firstbase helps companies equip their teams with everything they need to do great work—from computers and furniture to company swag and perks. We give businesses the ability to instantly support employees with the right physical goods, and give employees the flexibility to choose what works for their unique needs. Firstbase is part of AppDirect, a subscription commerce platform that powers millions of subscriptions worldwide for organizations selling any product, through any channel, on any device—as a service.

About You

You have a strong background in operations or supply chain management and know how to keep complex fulfillment processes running smoothly across global workflows. You are data-driven, using metrics to spot issues before they escalate and drive continuous improvement. You’ll report to the Senior Operations Manager and work with a high degree of ownership—we trust you to manage your workflows independently, prioritize what matters, and drive results without day-to-day oversight. You’ll collaborate closely with Firstbase’s Ops, Customer Success, CX, Product, and Sales teams, as well as directly with our customers, to ensure operational excellence. You communicate clearly with both audiences, and you’re energized by solving logistical and operational challenges at scale in a remote-first environment.

What you’ll do and how you’ll have an impact

•   Own and optimize global operational activities across order fulfillment, returns, and inventory management on the Firstbase platform;
•   Serve as the primary operational point of contact for Firstbase customers and internal teams, ensuring SLOs are consistently met across fulfillment accuracy, resolution time, and customer satisfaction;
•   Resolve customer escalations by coordinating with internal teams and vendors, conducting root cause analysis, and delivering timely solutions;
•   Drive process improvements by reviewing operational activities, implementing corrective actions, and preventing recurrence;
•   Advise customers on optimizing their product catalogs, inventory levels, and processes to improve efficiency and reduce costs;
•   Analyze operational data to inform purchasing strategies, inventory management, and vendor performance.

What we’re looking for

•   3–5+ years in operations, supply chain, or inventory management in a tech or B2B environment;
•   Experience managing end-to-end fulfillment and returns operations; global scope is a plus;
•   Strong data analysis skills—comfortable pulling and interpreting operational metrics;
•   Familiarity with CRM or ticketing tools (e.g., HubSpot, Zendesk, Jira);
•   Clear written and verbal communication skills, needed to align internal stakeholders and external clients across a fully remote, global team;
•   Problem-solving mindset with a proactive approach to root cause analysis, essential for resolving recurring operational issues before they reach customers.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice:

https://www.appdirect.com/about/privacy-notice

#Li-remote 

About AppDirect 

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device — as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About Firstbase, an AppDirect Subsidiary

Firstbase helps companies equip their teams with everything they need to do great work—from computers and furniture to company swag and perks. We give businesses the ability to instantly support employees with the right physical goods, and give employees the flexibility to choose what works for their unique needs. Firstbase is part of AppDirect, a subscription commerce platform that powers millions of subscriptions worldwide for organizations selling any product, through any channel, on any device—as a service.

About You

You are a detail-oriented and proactive operations professional with a strong background in procurement, order management, and vendor coordination. You thrive in fast-paced environments and bring an analytical mindset to every challenge—from troubleshooting order issues to optimizing fulfillment processes. You’ll report to the OSM Lead with a high degree of day-to-day ownership: we trust you to manage your workflows, prioritize what matters, and deliver results independently. You’ll collaborate closely with Firstbase’s Ops, Customer Success, CX, Product, and Sales teams to ensure seamless execution across the order lifecycle. You’re comfortable working with tools like JIRA, Slack, and Retool, and you’re always looking for ways to improve processes and drive efficiency. With 2+ years of experience in operations, procurement, or supply chain management, you understand the importance of meeting service level objectives and you’re energized by proactively flagging risks before they become problems.

What You'll Do and How You'll Have an Impact

• Manage all aspects of daily order processing to vendors, including preparing and sending order information to partners, troubleshooting issues, following up on lead times, updating internal systems, and keeping the Firstbase platform up to date with accurate order and inventory information to ensure on-time delivery for our customers.
• Resolve order exceptions swiftly by collaborating with internal and external teams—whether that means communicating End of Life (EOL) product updates with potential alternatives, or monitoring in-transit issues and taking action to mitigate delivery delays.
• Ensure all orders meet our Service Level Objectives (SLOs) by proactively monitoring metrics, identifying areas of risk, and raising concerns to leadership before they impact delivery performance.
• Work closely with cross-functional teams including Ops, Customer Success, CX, Product, and Sales—through daily huddles, war rooms, and ad hoc meetings—coming prepared to report out on order status and contribute to team problem-solving.
• Drive process improvement and documentation by identifying operational inefficiencies, ensuring changes are documented, and surfacing new tool requests or functionality needs for team prioritization.
• Become the Subject Matter Expert (SME) for your function, building deep knowledge of vendor workflows, order systems, and category-specific processes to serve as a go-to resource for the team.

What We're Looking For 

•  2+ years of experience in operations, procurement, supply chain management, or a related field.
•  Hands-on experience placing orders, managing lead times, and coordinating with vendors, OEMs, distributors, or resellers.
•  Proficiency with operational tools such as JIRA, Slack, and Retool (or similar platforms).
•  Strong analytical and troubleshooting skills with a focus on process efficiency and problem-solving.
•  Bachelor’s degree in Supply Chain, Operations, Business, or a related field (preferred).
•  Clear written and verbal communication skills, needed to align internal stakeholders and external vendor partners across a fully remote, global team.
•  Problem-solving mindset with a proactive approach, essential for juggling multiple priorities, responding to shifting order demands, and resolving recurring issues before they reach customers.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice:

https://www.appdirect.com/about/privacy-notice

#remote 

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About Firstbase, an AppDirect subsidiary

Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.

Today, we serve both workers and businesses by doing two things: we give businesses the ability to instantly support remote workers with all the physical goods they need to do great work (from computers to furniture to company swag & perks), and we give workers the ability to pick and choose what they need for their unique circumstances, then return it when they leave.

About You

Firstbase is on a mission to empower remote work. The Customer Experience team is the driving force delivering an unparalleled customer experience to those who have chosen to make the investment in their people.

Our customers are asking us to solve the most difficult challenges behind supporting remote work; making sure remote workers are set up to be successful in their chosen space. Our Customer Experience team is the group that not only guides them on their journey, but is also their most trusted resource along the way. This team breaks through barriers and works to deliver the best customer experience possible, because it is what we would want for ourselves. We aim to take the burden of logistics off of our users across the world, while making them excited to have partnered with Firstbase.

We are seeking a Customer Experience Associate to work ET and/or CT time zones to assist our customers with optimizing their experience with Firstbase. We are looking for someone who demonstrates empathy, organizational skills, as well as problem solving abilities, to assist us in the remote work revolution.

Onboarding includes a comprehensive training and shadowing experience that will empower you to support our customers with ease.                                                                                                                  

What you’ll do and how you’ll have an impact

• Respond to and resolve customer queries and other inbound/outbound requests via email, in a thoughtful, timely and accurate way.
• Act as a process and product expert, being able to quickly and accurately consult users on best practices and how Firstbase operates.
• Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center. Strive to empower customers to help themselves.
• Collect and share user suggestions, as well as pain points, directly with the rest of the company (particularly our Product and Operations teams).
• Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements.

What we're looking for

• 2+ years experience as a Customer Support Specialist in physical goods operations companies, working with logistics carriers and warehouse operations
• BA/BS degree or similar university education
• Ability to work quickly and independently with excellent time management skills
• Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
• Experience using Zendesk, Jira and/or other help desk software and remote support tools
• Ability to adapt to new tools and technologies

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice

#LI-DGM

#LI-REMOTE

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device — as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About Firstbase, an AppDirect Subsidiary

Firstbase helps companies equip their teams with everything they need to do great work—from computers and furniture to company swag and perks. We give businesses the ability to instantly support employees with the right physical goods, and give employees the flexibility to choose what works for their unique needs. Firstbase is part of AppDirect, a subscription commerce platform that powers millions of subscriptions worldwide for organizations selling any product, through any channel, on any device—as a service.

About You

You have a strong background in operations or supply chain management and know how to keep complex fulfillment processes running smoothly across global workflows. You are data-driven, using metrics to spot issues before they escalate and drive continuous improvement. You’ll report to the Senior Operations Manager and work with a high degree of ownership—we trust you to manage your workflows independently, prioritize what matters, and drive results without day-to-day oversight. You’ll collaborate closely with Firstbase’s Ops, Customer Success, CX, Product, and Sales teams, as well as directly with our customers, to ensure operational excellence. You communicate clearly with both audiences, and you’re energized by solving logistical and operational challenges at scale in a remote-first environment.

What you’ll do and how you’ll have an impact

•   Own and optimize global operational activities across order fulfillment, returns, and inventory management on the Firstbase platform;
•   Serve as the primary operational point of contact for Firstbase customers and internal teams, ensuring SLOs are consistently met across fulfillment accuracy, resolution time, and customer satisfaction;
•   Resolve customer escalations by coordinating with internal teams and vendors, conducting root cause analysis, and delivering timely solutions;
•   Drive process improvements by reviewing operational activities, implementing corrective actions, and preventing recurrence;
•   Advise customers on optimizing their product catalogs, inventory levels, and processes to improve efficiency and reduce costs;
•   Analyze operational data to inform purchasing strategies, inventory management, and vendor performance.

What we’re looking for

•   3–5+ years in operations, supply chain, or inventory management in a tech or B2B environment;
•   Experience managing end-to-end fulfillment and returns operations; global scope is a plus;
•   Strong data analysis skills—comfortable pulling and interpreting operational metrics;
•   Familiarity with CRM or ticketing tools (e.g., HubSpot, Zendesk, Jira);
•   Clear written and verbal communication skills, needed to align internal stakeholders and external clients across a fully remote, global team;
•   Problem-solving mindset with a proactive approach to root cause analysis, essential for resolving recurring operational issues before they reach customers.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice:

https://www.appdirect.com/about/privacy-notice

#Li-remote 

À propos d’AppDirecte

Devenez un citoyen du monde à l’ère numérique et outillez une nouvelle génération d’entrepreneurs branchés aux quatre coins du globe. AppDirecte offre une plateforme d’abonnement permettant de vendre n’importe quel produit en tant que service, et ce, par n’importe quel canal et sur n’importe quel appareil. Nous alimentons des millions d’abonnements pour le compte d’organisations de partout dans le monde. Notre action est toujours guidée par nos valeurs et notre culture – une culture qui vous permet d’être vu, de rester authentique et d’exceller.

À propos de Firstbase, une filiale d’AppDirect

FirstBase aide les entreprises à équiper leurs employés avec tout le matériel dont ils ont besoin pour exceller au travail : l’ordinateur, le mobilier et toutes sortes d’articles pour renforcer l’appartenance à l’équipe. En plus de permettre aux entreprises de fournir les bons outils de travail à leurs employés, nous offrons aux travailleurs la possibilité de choisir ce dont ils ont besoin en fonction de leurs besoins uniques. FirstBase fait partie d’AppDirect, une plateforme d’abonnement alimentant des millions d’abonnements pour le compte d’organisations de partout dans le monde et permettant de vendre n’importe quel produit en tant que service, et ce, par n’importe quel canal et sur n’importe quel appareil.

Votre profil

Vous possédez une solide expérience en gestion des opérations ou de la chaîne d'approvisionnement et vous savez comment assurer le bon déroulement de processus complexes de traitement à l'échelle mondiale. Vous avez une approche axée sur les données et vous utilisez des indicateurs pour identifier les problèmes à la source et favoriser l'amélioration continue. Vous travaillerez sous la supervision du responsable des opérations senior, mais dans un contexte de grande autonomie : vous serez responsable de gérer vos propres flux de travail de manière indépendante, de prioriser vos tâches et d’obtenir des résultats sans supervision quotidienne. Vous travaillerez en étroite collaboration avec les équipes des opérations, de la réussite client, de l’expérience client, des produits et des ventes de Firstbase, ainsi qu'avec nos clients, afin de garantir l'excellence opérationnelle. Vous avez la capacité de communiquer clairement avec différents interlocuteurs et vous êtes motivé par la résolution de défis logistiques et opérationnels à grande échelle dans un environnement privilégiant le télétravail.

Ce que vous ferez et ce qui vous fera briller

• Gérer et optimiser les activités opérationnelles globales liées au traitement des commandes, aux retours et à la gestion des stocks sur la plateforme Firstbase.
• Agir comme point de contact principal auprès des clients et des équipes internes de Firstbase pour tout ce qui concerne les opérations, en garantissant le respect constant des SLO (objectifs de niveau de service) pour l'exactitude des livraisons, les délais de résolution et la satisfaction client.
• Résoudre les problèmes clients en coordonnant les actions avec les équipes internes et les fournisseurs, en analysant les causes profondes et en apportant des solutions rapides.
• Stimuler l'amélioration des processus en analysant les activités opérationnelles, en déployant des mesures correctives et en prévenant la récurrence des problèmes.
• Conseiller les clients pour optimiser leurs catalogues produits, leurs niveaux de stock et leurs processus afin d'améliorer l'efficacité et réduire les coûts.
• Analyser les données opérationnelles afin d’informer les stratégies d'achat, la gestion des stocks et l'évaluation du rendement des fournisseurs.

Compétences requises

• Au moins 3 à 5 ans d'expérience en opérations, chaîne d'approvisionnement ou gestion des stocks au sein d'un environnement technologique ou B2B.
• Expérience en gestion globale des opérations de livraison et de retour; l’expérience dans un contexte à l’échelle internationale est un atout.
• Solides compétences en analyse de données, capacité à extraire et interpréter des indicateurs opérationnels.
• Maîtrise des outils de gestion de la relation client (CRM) et de gestion des tickets (p. ex., HubSpot, Zendesk, Jira).
• Excellentes compétences en communication écrite et orale afin d’assurer la coordination entre les parties prenantes internes et les clients externes, dans le contexte d'une équipe internationale fonctionnant en télétravail.
• Esprit axé sur la résolution de problèmes et approche proactive de l'analyse des causes profondes, essentiels pour résoudre les problèmes opérationnels récurrents avant qu'ils n'affectent les clients.

Chez AppDirecte, nous croyons que l’innovation est à son meilleur dans un environnement favorisant la diversité de l’excellence, de l’expérience et de la pensée. Nous accueillons chaque « AppDirecteur » et « AppDirectrice » pour l’empreinte unique qui est la sienne. Nous favorisons un environnement inclusif et sans discrimination à l’égard de la race, de la religion, de l’âge, de l’orientation sexuelle et de l’identité de genre, afin de favoriser l’authenticité, la fierté et l’excellence. Dans cette optique, nous encourageons fortement les candidatures des personnes autochtones, des personnes handicapées, des personnes issues de la diversité des orientations sexuelles et des genres et/ou des personnes aux identités intersectionnelles.

Chez AppDirecte, nous prenons la protection de la vie privée très au sérieux. Pour plus d'informations sur notre utilisation et notre gestion des données personnelles des candidats, veuillez lire notre politique de confidentialité des candidats. Pour en savoir plus sur nos pratiques générales en matière de confidentialité, veuillez consulter l'avis de confidentialité d'AppDirecte: https://www.appdirect.com/about/privacy-notice

Veuillez noter que ce rôle nécessite une bonne connaissance de l'anglais puisque le/la candidat.e sélectionné.e devra collaborer avec des équipes situées, entre autres, aux États-Unis, en Inde, en Argentine, ainsi que dans les provinces de l'Ontario et de l'Alberta.

#li-hybrid