Job description
Responsibilities:
Solve customer tickets (email + chat) with clear, calm, human responses that actually fix the issues
Handle order + shipping questions: tracking, address changes, delivery issues, returns, refunds
Provide honest, nuanced product guidance — no marketing fluff, just what it does and doesn’t do
Communicate with creators when needed: coordinate content, answer questions, keep relationships smooth
Work smart with AI tools to deliver faster output without sacrificing quality
Improve internal systems: spot patterns, update SOPs/macros, reduce repeat questions
Escalate the right cases with full context so the team can act quickly
Requirements:
Strong written English (clear, human, professional)
Experience in Shopify or similar e‑commerce environments
Common sense and a solutions‑first mindset
Tech‑savvy and comfortable using AI tools
Reliable laptop + stable internet; ideally working with 2 screens
Ownership mentality — you pick things up and finish them
Availability Monday to Friday
You naturally think in systems and enjoy fixing root causes
Strong typing speed
Experience with helpdesk tools (Gorgias, Zendesk, Intercom, etc.)
Bonus: experience working with creators or managing content workflows