Operations Specialist
Pin-Up Global is seeking an Operations Specialist to manage the day-to-day activities of the business group's Merch Shop. The role involves ensuring the accurate and timely processing of both physical and digital product orders while coordinating the end-to-end fulfillment process across various internal departments.
The Operations Specialist will provide essential support to internal users, resolve operational issues, and monitor service quality to ensure compliance with established standards. This position requires a proactive individual capable of investigating incidents, preparing reports, and supporting the launch of new merchandise and operational initiatives.
- Manage the day-to-day operations of the Business group's Merch Shop, ensuring accurate and timely processing of physical and digital product orders.
- Coordinate the end-to-end order fulfillment process by working closely with Logistics, Warehouse, Production, and other stakeholders.
- Provide operational support for internal users by handling requests, resolving issues, and ensuring a high-quality support experience.
- Investigate operational incidents, coordinate their resolution with relevant teams, and escalate complex issues when necessary.
- Monitor operational processes, service quality, and SLA compliance, proactively identifying risks and improvement opportunities.
- Maintain accurate operational records, prepare reports, and monitor balances and other operational metrics within the assigned scope.
- Support launches of new merchandise, digital goods, and operational initiatives by ensuring operational readiness.
- Continuously improve operational workflows, documentation, and internal procedures to increase efficiency and service quality.
- 2+ years of experience in Operations, Customer Support, Service Operations, E-commerce Operations, Merchandising Operations, or a related field (required).
- Experience processing orders, coordinating operational workflows, or supporting e-commerce or internal commerce platforms (required).
- Experience providing operational or customer support and resolving user requests (required).
- Strong organisational skills with the ability to manage multiple operational processes simultaneously (required).
- Experience collaborating with cross-functional teams and coordinating issue resolution (required).
- Strong analytical and problem-solving skills (required).
- English proficiency at Intermediate (B1) level or higher (required).
- Experience supporting internal commerce platforms or Merch Shop operations (required).
- Experience working with inventory, procurement, logistics, or fulfillment processes (required).
- Hands-on experience with Jira, Confluence, Google Sheets, or Excel (required).
- Experience testing new functionality before release (required).
- Experience improving operational processes and documentation (required).
- Strong ownership and accountability (required).
- Proactive mindset with a continuous improvement approach (required).
- Systems thinking and attention to detail (required).
- Ability to work effectively in a dynamic, fast-paced environment with shifting priorities (required).
- Excellent communication and cross-functional collaboration skills (required).
- Customer-centric mindset with a focus on service quality (required).
- Opportunity to be part of a multicultural team of professionals in various fields.
- Great working atmosphere with a friendly culture and success-driven mindset.
- Option to work remotely or on-site in offices in Warsaw, Limassol, Kyiv, or Yerevan.
- Modern corporate equipment based on macOS or Windows.
- Paid vacations, sick leave, personal events days, and days off.
- Corporate health insurance program.
- Referral program with bonuses.
- Educational programs including internal training, compensation for external education, and attendance at global conferences.
- Rewards program for mentoring and coaching colleagues.
- Free internal English courses.
- Yoga classes.
- In-house Travel Service.
- Access to an online platform for employees with gamification, quests, and corporate clubs.
PIN-UP Global is an international holding company that develops technologies, B2B solutions and products for the iGaming industry. Headquartered in Warsaw, the group brings together businesses spanning product development, technology and marketing services for online gaming. It supports a portfolio of companies and brands operating across multiple markets. PIN-UP Global focuses on building advanced technology and products for the gambling sector.