Company: Grappling SMARTY

Location: Colombia (100% Remote)

Schedule: Full-time availability, Monday–Friday, 9:00 AM–5:00 PM Eastern Time

Compensation: COP 5,000,000–8,000,000 per month, depending on qualifications, plus performance bonuses

About Us

Grappling SMARTY is a Canadian e-commerce company specializing in innovative training equipment for Brazilian Jiu-Jitsu and martial arts.

Founded in 2021, we've grown into an established international brand, serving thousands of customers worldwide, primarily in the United States and Canada.

We're a small, dedicated team that takes pride in our products, our customers, and the way we run our business.

We're looking for an experienced, reliable professional to take ownership of our customer service and day-to-day customer operations.

About the Role

This is not a traditional call-center position.

We're looking for someone who can independently manage customer communications, resolve problems, and ensure that things get done correctly, without constant supervision.

You'll be the primary point of contact for our customers and an important link between our company, customers, shipping carriers, and fulfillment partners.

Some days are straightforward. Other days involve unexpected problems that require investigation, persistence, and creative solutions.

We value accuracy, initiative, good judgment, and reliability more than the number of tasks completed.

The workload varies, and the position offers considerable autonomy. However, you must be consistently available and responsive during the agreed working hours.

Your Responsibilities

Customer Service & Sales

- Respond professionally to customer inquiries through email, telephone, website messaging, and social media.
- Help customers choose the right products, answer questions, and assist with purchasing decisions.
- Resolve customer complaints, order issues, returns, exchanges, and refund requests.
- Follow up on unresolved cases and ensure every customer receives a satisfactory resolution within company policies.

Order Management & Logistics

- Manage customer orders, modifications, cancellations, and refunds through Shopify and other sales platforms.
- Coordinate with fulfillment centers, shipping carriers,



and logistics partners.
- Investigate delayed, lost, damaged, or misdelivered shipments.
- Arrange returns, shipping labels, replacements, and other necessary logistics.
- Maintain accurate order information, customer records, and documentation.

General Operations

- Communicate with suppliers, partners, and internal team members as needed.
- Assist with routine administrative and purchasing-related tasks.
- Identify recurring problems and suggest improvements to our processes.
- Take ownership of assigned responsibilities from beginning to end.

What We're Looking For

Required qualifications:

- At least 3 years of professional experience in customer service, e-commerce operations, or a closely related field.
- Excellent written and spoken English, with the confidence to handle telephone conversations with North American customers.
- Experience using Shopify or a comparable e-commerce platform.
- Strong computer literacy and the ability to learn new software quickly.
- Excellent attention to detail and organizational skills.
- Proven ability to investigate and solve problems independently.
- Reliable internet, a suitable computer, and a professional remote working environment.
- Consistent availability during our Eastern Time business hours.

Highly desirable:

- Experience supporting a US or Canadian e-commerce business.
- Familiarity with shipping carriers such as UPS, FedEx, DHL, or USPS.
- Experience with third-party fulfillment centers (3PLs).
- Experience with Amazon Seller Central.
- Experience with Gmail, customer support platforms, or CRM systems.
- Bonus: knowledge of or experience in BJJ and/or MMA.

The Kind of Person Who Will Succeed Here You're naturally conscientious and take pride in doing things properly.

You don't need someone reminding you repeatedly to complete a task. You follow through.





When something goes wrong, you investigate, consider your options, and work toward a solution. You know when to exercise your judgment and when to escalate an issue.

You're comfortable working independently, managing your own time, and communicating proactively.

You pay attention to details because you understand that small mistakes can create much bigger problems.

Most importantly, you're looking for a stable, long-term professional relationship where you can become a trusted and valued member of a growing company.

What We Offer

- Competitive fixed monthly compensation based on experience and qualifications.
- Quarterly performance bonus opportunities.
- 100% remote work.
- A adaptable daily workload with clearly defined availability requirements.
- Considerable autonomy and trust once fully trained.
- Direct communication with company leadership.
- A stable position with opportunities to expand your responsibilities as the company grows.
- A professional environment where reliability, initiative, and excellent work are recognized.

How to Apply We're interested in getting to know you beyond your resume.

Please send a personalized email to [email protected] with the subject line:

Grappling SMARTY Application – [Your Name]

Include your resume and briefly answer these three questions in your own words:

- Relevant experience: Tell us about your experience working in e-commerce, particularly with Shopify, shipping, returns, or order management.
- Problem-solving: Describe a specific situation where a customer or operational problem was difficult to resolve. What did you do, and what was the outcome?
- Motivation: Why does this particular position at Grappling SMARTY interest you, and what are you looking for in your next long-term role?

We're not looking for lengthy essays or generic cover letters. We want thoughtful, genuine answers that help us understand your experience and how you approach your work. Selected applicants will be contacted for the next step in the hiring process.

We look forward to hearing from you!

Best,

Patrick Fulop

Founder & CEO

GrapplingSMARTY.com

Job Type: Full-time

Work Location: Remote

📌 E-commerce Customer Service & Operations Specialist — Remote (Columbia) (Colombia)
🏢 Grappling SMARTY
📍 Colombia