Co-founder Operations & Customer Service Lead

Hallo!

We’re nydo: a well-funded, founder-led D2C brand reinventing the premium sofa. We combine Italian-inspired design, honest European craftsmanship and obsessively good comfort to build timeless pieces people keep for years; all sold through an integrated online + offline experience. We move fast, think big and scale across Europe.

This is a rare chance to join the leadership team early: you’ll run day-to-day operations, own technical integrations (ERP, OMS, WMS), shape our supply chain strategy, and build the customer-facing processes that make customers rave. You’ll be hands-on, able to roll up your sleeves, and equally comfortable designing long-term operational strategy.

Why ambitious people love nydo

1. Real ownership from day one. You’ll join a small leadership team and have your own outcomes (not tasks). Your work will shape product, ops and growth, and you’ll see the impact within weeks, not years.
2. Speed + scale. We’re well funded and ready to grow quickly across markets. That means high velocity decision-making, big projects, and plenty of runway to test bold ideas.
3. Premium product, clear mission. We sell well-made sofas that people love thoughtful materials, long warranties and a service experience that turns customers into fans.
4. Founder-adjacent learning. Work directly with the founders and investors, present to stakeholders, and help write the playbook as we scale.

Our values (how we work)

• Design: elegant, simple, distinct.
• Comfort: the product promises; everything else supports it.
• Ownership: we ship and we own outcomes.
• Curiosity & speed: test, measure, learn, repeat.
• Hands-on execution: we embrace 80-20 and love to get things done

Location

This role is Frankfurt or Lisbon based

What you’ll own

• Process & Workflow Management: Design, document and continuously improve scalable workflows for order-to-fulfilment, returns, and reverse logistics. Drive automation where it makes sense; keep things reliable and lean.
• Supply Chain & Vendor Relations: Own relationships with suppliers, manufacturers and 3PL partners. Negotiate SLAs, service levels and commercial terms. Ensure on-time delivery and quality control while optimizing costs.
• Strategic Procurement: Build sourcing strategies, manage lead times & buffer stock, support product launches with robust planning and forecasting. Own supplier onboarding, quality checks and contingency planning.
• Customer Service & Quality (in partnership with CX Lead): Define the end-to-end customer journey for post-purchase experience. Set KPIs (NPS, response times, resolution rates), build playbooks for escalations and ensure excellent operational support for CX initiatives.
• Systems & Integrations: Lead OMS/WMS integrations and ensure clean data flows across Shopify (or other storefront), logistics providers and reporting tools. Own operational dashboards and metrics.
• Team & External Network: Hire and mentor a small ops & CS team; build a network of external experts and mentors to scale capability fast.

KPIs you’ll own

• On-Time-In-Full (OTIF)
• Quality issue Rate %
• Customer Resolution Time
• Return Rate
• Operational Cost per Order

Who you are

• Experienced: 5+ years in operations, supply-chain, logistics or 3PL orchestration; ideally in e-commerce or D2C.
• Hands-on & Strategic: You can troubleshoot a mis-picked order at 8am and map a 12-month ops roadmap by 4pm.
• Tech-savvy: Comfortable with ERP/OMS/WMS integrations, data pipelines and tools like Shopify/Gorgias/Zapier, routing/fulfilment platforms, and BI dashboards.
• Buyer & Negotiator: Confident negotiating commercial terms and building trustworthy supplier partnerships.
• Customer-centric: You understand that operational excellence is the backbone of great CX and measure success by customer outcomes.
• Independent leader: Self-starter who builds processes and pulls the right experts when needed; external mentors encouraged.
• Languages: Fluent English required. German is a strong plus.

Nice to haves

• Background in furniture, home goods, or complex product logistics
• Proven track record of scaling ops from ~0 → 10k+ orders/month
• Experience with Tech implementations.

What we offer

1. A high-impact role in a well-funded, fast-moving startup — real ownership from day one.
2. Work directly with the founding team on strategy, product and growth decisions.
3. A creative, international culture that values curiosity, ownership and simplicity.
4. Competitive salary and a meaningful participation via VESOP.
5. Hybrid working, flexible hours, and access to external mentors and a training budget.
6. A chance to build and shape the future of the Operations teams.