Online store manager

ONLINE STORE MANAGER Start Date: 26th May 2026 Schedule: Tuesday – Saturday (long-term, minimum 2 years) ABOUT THE ROLE We’re looking for an experienced and driven Online Store Manager with a strong background in retail e-commerce and team leadership. This role requires excellent attention to detail, problem-solving ability, and confidence managing both people and processes in a fast-paced environment. You’ll be highly organised, proactive, and comfortable taking ownership of the online store while supporting and guiding the wider team. A positive attitude, clear communication, and the ability to lead by example are essential. AVAILABILITY REQUIREMENTS * Long-term commitment (minimum 2 years) * Available Tuesday–Saturday * Occasional full weekend work (rare) * Available over Christmas/New Year period * Available on public holidays REQUIRED ATTRIBUTES * Strong leadership and team support skills * Excellent organisation and attention to detail * Clear and professional communication * Proactive, solution-focused mindset * Confident decision-making under pressure * Efficient, adaptable, and self-motivated REQUIRED EXPERIENCE & SKILLS * Minimum 3 years’ experience in retail e-commerce, dispatch, and customer service (homewares/fashion) * Experience managing or supporting a team * Strong experience with Shopify, Lightspeed POS, and Go Sweet Spot * Confident using Apple OS, web-based systems, and Microsoft Office * Strong understanding of online retail workflows and systems KEY RESPONSIBILITIES Online Store Operations – * Oversee daily online store operations including order processing, dispatch, and customer communication * Ensure accuracy, efficiency, and up-to-date product and store information * Monitor performance and identify improvements * Manage courier issues and claims with providers * Maintain shipping profiles (weights, dimensions, new products) * Update online guides and internal checklists Team Management & Support – * Lead online team operations in absence of Operations Manager * Support, train, and guide online associates * Provide ongoing feedback and performance support * Coordinate daily workflow (writing, picking, wrapping, packing, dispatch) * Assist with onboarding and training new staff Customer Service & Issue Resolution – * Manage customer communication across all channels (email, phone, Shopify, social media) * Handle returns, exchanges, and fault claims * Resolve complex customer issues and liaise with suppliers when required Inventory & General Operations – * Manage dispatch and office supply inventory * Support stock accuracy and back-of-house organisation * Assist with general operational improvements Reporting & Feedback – * Monitor recurring issues and team performance * Share insights and recommendations with the Operations Manager IN-STORE SUPPORT (AS REQUIRED) – * Customer engagement and sales support * POS transactions (Lightspeed) * Store presentation, cleaning, and upkeep * Visual merchandising support * Product knowledge and gifting support * Gift wrapping * Stock replenishment and receiving goods * Stockroom organisation and general cleaning duties APPLY If this sounds like you, please email your CV and cover letter to Demi at ops@paperplanestore.com. Tell us why you want to join Paper Plane, why you’re a great fit for this role, and your availability or scheduling considerations. We look forward to hearing from you!