Location: București / remote or hybrid
Schedule: 15:00 to 00:00, Monday to Friday
Contract: Full-time
Language: Advanced English required
About the role
We are looking for a Customer Operations Coordinator to support the day-to-day customer care and operational workflows of an international connected fitness company.
This is not a standard call-centre role. The position combines customer support, order follow-up, fulfilment coordination, returns, repairs, spare parts coordination, technician scheduling and CRM documentation.
You will work closely with the Business Operations team and help ensure that customer requests are handled clearly, accurately and professionally.
Main responsibilities

• Respond to customer enquiries by email, chat and, when required, phone.
• Triage incoming support requests and route them correctly.
• Follow up on customer orders, delivery status, tracking and dispatch updates.
• Coordinate standard fulfilment checks before orders are dispatched.
• Support returns, repair cases and replacement-part requests.
• Collect relevant information from customers, such as photos, videos, serial numbers, order details and issue descriptions.
• Coordinate spare parts dispatches based on internal approval rules.
• Help schedule technician appointments and make sure all information is properly documented.
• Keep records accurate and up to date.
• Prepare clear escalation summaries for technical, logistics or commercial cases.
• Use internal templates, playbooks and knowledge base articles to provide consistent support.
• Identify recurring issues and help improve internal processes and documentation.

What we are looking for

• Excellent written English.
• Good spoken English.
• Strong attention to detail.
• Clear, polite and professional communication style.
• Good organisational skills and ability to follow structured processes.
• Comfortable using CRM, helpdesk, ecommerce or ticketing systems.
• Ability to work independently after training.
• Good judgement when deciding what can be handled directly and what needs escalation.
• Calm and practical approach to customer issues.
• Willingness to learn technical/product information.
• Availability to work 15:00 to 00:00, Monday to Friday.

Nice to have

• Experience in customer support, operations, logistics, ecommerce, hardware support or technical support.
• Experience with CRM systems.
• Experience supporting customers in the US, UK or international markets.
• Experience coordinating deliveries, returns, repairs or service appointments.
• Familiarity with fitness, hardware, consumer electronics or subscription products.

What we offer

• Full-time role with international exposure.
• Opportunity to work with a growing connected fitness product.
• Exposure to customer operations, logistics, CRM systems and support process design.
• A role with more variety and ownership than standard customer support.
• Remote or hybrid working setup, depending on candidate location and arrangement.

The ideal candidate is organised, reliable and comfortable working with detail. You should enjoy helping customers, but also be interested in the operational side of support: orders, deliveries, returns, repairs, spare parts, technician coordination and internal systems.
This role is well suited to someone who wants to grow beyond basic customer support into customer operations.