Customer Support, Executive Assistant

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee customer inquiries via Gorgias and various support platforms.

• Review and quality assurance of AI-generated replies prior to dispatch to customers.

• Manage inquiries regarding order status, WISMO, refunds, missing or delayed deliveries, and product-related questions.

• Process refunds and adjustments for orders through Shopify.

• Investigate customer-related issues and collaborate with internal teams or vendors as necessary.

• Follow up on unresolved issues until they are completely addressed.

• Maintain quick response times to help mitigate ticket backlogs.

• Identify recurring customer challenges and propose process enhancements.

• Liaise with the 3PL regarding missing, delayed, or incorrect shipments.

• Assist with wholesale and bulk order processing.

• Manage retail purchase orders and their associated documentation.

• Generate and conduct quality assurance on invoices and other order-related paperwork.

• Follow up with vendors and internal stakeholders as needed.

• Help monitor inventory or fulfillment problems that impact customers.

• Proactively escalate significant issues when necessary.

• Provide daily administrative support to company leadership.

• Manage and track action items, requests, and outstanding tasks.

• Organize meetings, schedules, information, and priorities effectively.

• Collaborate with team members, vendors, suppliers, agencies, and external partners.

• Prepare documents, reports, invoices, and other business materials.

• Assist in maintaining the momentum of projects and operational initiatives.

• Conduct research and compile relevant information.

• Aid in email, Slack, and other forms of business communication.

• Provide support for ad hoc personal or business-related tasks assigned by leadership.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, executive assistance, operations, or a related field.

• Familiarity with 3PLs, shipping, fulfillment processes, or order management systems.

• Experience with wholesale or retail order management.

• Knowledge of Amazon or other marketplace operations.

• Strong proficiency in written and verbal English communication.

• Experience engaging directly with customers and/or business stakeholders.

• Highly proactive with a strong sense of ownership and follow-through.

• Ability to work independently without requiring detailed step-by-step instructions.

• Excellent organizational and time management abilities.

• Exceptional attention to detail and accuracy in work.

• Comfortable managing multiple priorities and switching between diverse tasks.

• Strong problem-solving abilities and sound judgment on when to resolve, follow up, or escalate issues.

• Proficient in using technology, new systems, and AI-assisted tools.

• Customer service-oriented mindset with a professional and personable communication style.

• Comfortable working in a fast-paced startup or entrepreneurial environment.

• Experience creating invoices or managing basic administrative/operations tasks.

• Proficient in using Slack, Google Workspace, and other productivity applications.

• Familiarity with AI tools for customer support or administrative tasks.

• Must currently reside in the Philippines and be legally authorized to work there.

• Must have a reliable computer, high-speed internet connection, and a quiet, dedicated workspace ready for remote work.

🏝️ Benefits

• Fully Remote Work.

• 13th Month Pay.

• Healthcare (HMO).

• Comprehensive Fringe Benefits package.

• Paid Service Incentive Leave (SIL).