About Larry’s Catch

At Larry’s Catch, we bring wild-caught, premium Canadian seafood straight from the ocean to our customers' doorsteps. We are a fast-growing direct-to-consumer (DTC) brand currently delivering 4,000+ orders a month across Canada, with plans to double our volume over the next year.

Because we ship high-stakes perishable products, customer trust and flawless cold-chain logistics are at the heart of our brand. We are looking for an E-commerce Operations & Customer Experience Specialist to join our team, lead our Tier-2 customer support, manage logistics challenges, and help us scale our operational processes.

A Note on How We Work:

We aren’t just looking for someone to push buttons inside our existing tools, we’re looking for someone who evaluates how we work, spots friction, and builds better, cleaner systems. If you love taking a messy manual process and turning it into a streamlined, automated SOP, this role is for you.

What You’ll DoAs our first full-time operational hire in Canada, you’ll wear two high-impact hats: Customer Experience Champion and Logistics Problem Solver. You will work closely with our founders and collaborate daily with our other support team members.

- Tier-2 Customer Escalations: Step in on complex, sensitive, or high-priority customer issues (via email, chat, and help desk tools like Gorgias/Zendesk/Richpanel and Quo) with speed, empathy, and food-safety awareness.
- Fulfillment & Carrier Operations: Communicate daily with our fulfillment partners and shipping carriers to track batch shipments, resolve missing/damaged packages, and process claims.




- Team Collaboration & Delegation: Serve as the Canadian operational anchor for support team guiding daily hand-offs, routing Tier-1 vs. Tier-2 tickets, and building out standard operating procedures (SOPs).
- Process Improvement & Root-Cause Analysis: Track recurring operational errors (e.g., late deliveries, mispacks, thawed orders) in Shopify/help desk systems and lead initiatives to fix systemic issues before they hit the customer.
- Systems & Workflow Optimization: Audit our existing tech stack (Shopify, customer support desks, Quo, carrier portals) to identify manual bottlenecks. Set up automated rules, build seamless integrations, and continuously refine our operating systems to reduce work effort and human error.
- Proactive Ticket Reduction: Don't just close support tickets, eliminate them. Analyze customer complaint data to identify root causes (e.g., recurring packaging issues, confusing tracking notifications) and implement system fixes that solve problems before customers reach out.

What We’re Looking For

- Experience: 2+ years in DTC e-commerce, customer support, or operational fulfillment (experience with perishable, cold-chain, or food products is a huge plus!).
- Tech-Savvy:



Strong familiarity with Shopify and customer support software (e.g., Gorgias, Zendesk, Gladly, Quo).
- Problem-Solver Mentality: You don’t just close tickets; you figure out why a problem happened and implement solutions to stop it from happening again.
- Empathy & Communication: Exceptional written and verbal communication skills. You can turn an upset customer into a lifelong fan.
- Systems-First Mindset: You don't just follow existing workflows, you naturally look for ways to make them faster, clearer, and more automated.
- Location: Must be based in and eligible to work in Canada.

Why Join Us?

- Market-competitive salary: $55,000 - $70,000 CAD per year (commensurate with experience).
- Health & Wellness: $2,000 annual Health Spending Account (HSA) for medical, dental, and health expenses.
- Perks: 20% team discount on all wild Canadian seafood.
- Work Flexibility: Fully remote role within Canada, with the option to work out of our Toronto office whenever you prefer a change of scenery.
- Growth Opportunity: Be a foundational hire in a fast-scaling DTC brand with direct visibility to company leadership.
- Paid Vacation: 15 Days of paid vacation on top of statutory holidays each year.

 Hiring ProcessStage 1 (Application): Resume + a few quick written questions

Stage 2 (Call): 15–20 minute call to discuss role, salary alignment and intro questions

Stage 3 (Case Study): Case study completed asynchronous

Stage 4 (Team Interview): 45-minute deep-dive scenario interview with the team

📌 E-commerce Operations & Customer Experience Specialist (Toronto)
🏢 Larry's Catch
📍 Toronto