E-Commerce & Shopify Associate

Location: Ghatkopar West, Mumbai Work Model: Hybrid (4 Days Work From Office + 2 Days Work From Home) Work Schedule: Monday to Saturday Shift Timings: 10:00 AM - 7:00 PM IST
About Datastraw Datastraw Technologies is building the operating infrastructure for modern businesses by bringing together people, technology, data, automation and AI.
We work with growing and established businesses across e-commerce, customer experience, backend operations and AI-powered workflows.
About the Role We are looking for a hands-on E-Commerce & Shopify Associate who understands how D2C businesses operate and can become the go-to person for Shopify, e-commerce systems and backend processes across our client brands.
This is not a day-to-day Shopify store management role. Our brands already have teams managing their stores. Your role will be to understand how their Shopify setup, apps, integrations, order lifecycle and backend systems work, and use that understanding to improve Customer Support, Operations and AI workflows.
You will sit at the intersection of Shopify, business operations, Customer Support, systems and AI.
The key question you'll help answer is:
How do we make the right information and process available to the right person - whether that is a human agent, an AI agent or the business team?
What You'll Do
1) Shopify & E-Commerce Operations
- Become the internal SME for Shopify and the e-commerce ecosystem across client brands.
- Understand products, variants, SKUs, inventory, orders, customers, fulfilment, shipping, payments, returns, refunds, exchanges and cancellations.
- Understand Shopify apps, third-party integrations and other relevant e-commerce platforms.
- Identify where information sits, how systems connect and how the complete order/customer lifecycle works.
- Investigate Shopify and e-commerce issues, identify what needs to change and coordinate with the right teams to resolve them.

2) Customer Support & Process Improvement
- Work with Customer Support teams to improve workflows around orders, cancellations, refunds, returns, exchanges, NDRs, delivery, payments and product queries.
- Identify information gaps, repetitive manual work and processes that slow agents down.
- Review recurring customer issues and identify opportunities to simplify or improve the underlying process.
- Help make Customer Support faster, more accurate and easier to operate.

3) AI, Automation & Knowledge Systems
- Understand what information human and AI agents need to resolve customer queries effectively.
- Identify gaps in SOPs, knowledge bases, product information and operational workflows.
- Help structure information, workflows and decision trees for AI-assisted support.
- Review recurring human-agent and AI-agent errors and identify ways to improve them.
- Work with Operations, AI and technical teams on automation, integrations, data flows and better internal tools.

4) Documentation & Cross-Functional Coordination
- Maintain clear documentation for Shopify setups, brand workflows, CS processes, FAQs and escalation paths.
- Work with Customer Support, Operations, client teams, developers, logistics partners and AI/automation teams.
- Translate business and operational problems into clear actions for the relevant team.
- Take ownership of problems from identification through to resolution, rather than simply escalating them.

What We're Looking For
- 1-2 years of experience in Shopify, e-commerce, D2C or e-commerce operations.
- Strong practical understanding of Shopify Admin and D2C workflows.
- Good understanding of orders, inventory, fulfilment, shipping, payments, returns, refunds and cancellations.
- Experience with Shopify apps and third-party e-commerce tools.
- Experience in Customer Support or e-commerce operations is strongly preferred.
- Experience working across multiple brands or clients is a plus.
- Good Excel / Google Sheets skills.
- Strong communication, documentation and problem-solving skills.
- Comfortable understanding systems, processes and workflows.
- Ability to work independently and coordinate with multiple stakeholders.

The Mindset We Value We are looking for someone who is curious about how systems work, not someone who only knows how to operate Shopify.
You should:
- Understand the complete process, not just one task.
- Connect the dots between Shopify, Customer Support, Operations and the business.
- Investigate before escalating.
- Notice recurring problems and look for ways to solve them.
- Simplify complicated workflows.
- Explain backend or technical concepts in simple language.
- Take ownership and follow problems through to resolution.
- Be comfortable learning new tools and systems.
- Think about how processes can work better for both humans and AI.

You don't need to know everything. You need to know how to figure things out.
What Success Looks Like
You should become the person the team can rely on to answer questions like:
How does this brand's order flow work? Where can CS find this information? Why is this happening? What needs to change? Can AI handle this? How can we make this workflow easier?
Success means using your understanding of Shopify, e-commerce systems and business processes to build better Customer Support, operations and AI workflows.
Shopify is the starting point. The real responsibility is understanding the systems behind a D2C business and making them work better for the business, human teams and AI agents.
If you enjoy understanding systems, solving operational problems and connecting the dots across e-commerce, Customer Support and technology, we'd love to hear from you.