Executive Assistant – Customer Experience Specialist

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

📋 Description

• Oversee and organize the founder's email inbox; assess and prioritize daily tasks.

• Compose email replies and create a daily review list for the founder's approval prior to dispatch.

• Supervise the wholesale inbox and draft communications for wholesale inquiries and partnerships.

• Manage the calendar, schedule calls, and coordinate follow-up actions.

• Assist in keeping the founder organized, focused, and ahead of deadlines.

• Address customer inquiries through email, SMS, and any live channels within established SLAs.

• Utilize Shopify Admin to investigate orders, fulfillment statuses, and customer histories.

• Resolve issues with empathy, urgency, and communication that aligns with the brand.

• Collaborate with store teams and fulfillment to resolve cases from start to finish.

• Keep macros, FAQs, and lightweight SOPs current and updated.

• Identify recurring issues and report them with recommended solutions.

• Provide a daily summary of volume, trends, and escalations.

⛳️ Requirements

• Exceptional written English — polished, warm, and professional.

• Strong organizational abilities and meticulous attention to detail.

• Proficient in Google Workspace (Gmail, Docs, Sheets, Drive).

• Comfortable using Shopify Admin for order inquiries and customer histories.

• Proactive communicator — you identify problems early and ensure follow-through.

• Available to work during Hawaii Standard Time (HST) business hours.

• South African accent preferred for any voice-based customer interactions.

• Familiarity with Klaviyo (or similar ESP) — capable of checking customer tiers and purchase history.

• Experience with helpdesk tools (Gorgias, Zendesk, Help Scout, or similar).

• Background in e-commerce, retail, or luxury/semi-luxury customer service.

• Experience in supporting wholesale or B2B email outreach.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work opportunities.

• Opportunities for professional growth and development.

• A dynamic and supportive work environment.