Original listing text, shown exactly as published by the company.
About the Role
The client is a semi-luxury e-commerce brand with two physical retail locations and a growing wholesale channel. We're looking for a sharp, proactive Executive Assistant & Customer Experience Specialist to keep the founder's world organised and make sure every customer feels looked after.
This is not a purely reactive inbox role — you'll triage, investigate, draft, and close loops. You'll be the founder's right hand: managing email across customer service and wholesale channels, flagging priority action items, and helping the business run smoothly day-to-day.
What You'll Do
Executive Assistant
- Monitor and manage the founder's email inbox; triage and prioritise daily action items
- Draft email responses and compile a daily review list for founder approval before sending
- Monitor the wholesale inbox and draft outreach/responses for wholesale leads and partnerships
- Manage calendar, schedule calls, and coordinate follow-ups
- Help keep the founder organised, focused, and ahead of deadlines
Customer Experience
- Handle customer enquiries via email, SMS, and any live channels within defined SLAs
- Use Shopify Admin to investigate orders, fulfillment statuses, and customer history
- Resolve issues with empathy, speed, and brand-aligned communication
- Coordinate with store teams and fulfillment to close cases end-to-end
- Maintain and update macros, FAQs, and lightweight SOPs
- Identify recurring issues and flag them with suggested fixes
- Provide a daily summary of volume, themes, and escalations
Must-Haves
- Excellent written English — polished, warm, and professional
- Strong organisational skills and high attention to detail
- Experience with Google Workspace (Gmail, Docs, Sheets, Drive)
- Comfortable with Shopify Admin for order lookups and customer history
- Proactive communicator — you flag problems early and follow through
- Able to work Hawaii Standard Time (HST) business hours
- South African accent preferred for any voice-based customer interactions
Nice-to-Haves
- Klaviyo (or similar ESP) — ability to check 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 supporting wholesale or B2B email outreach
What Success Looks Like
- The founder's inbox is organised, prioritised, and actioned daily with zero dropped balls
- Customers receive warm, on-brand responses within agreed SLAs
- Wholesale enquiries are followed up consistently and professionally
- The founder spends less time in reactive mode and more time on big-picture work
If you're someone who gets satisfaction from making a busy founder's life easier and genuinely enjoys delivering great customer experiences — this role is for you.
