Executive Assistant – Customer Experience Specialist

Role Overview

• 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
• 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

Requirements

• 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
• 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