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Executive Assistant & Customer Experience Specialist

Verified employer

Assist World · Agency or outsourcing partner

Salary not disclosed

Executive AssistantFull-time

Checked 8 hours ago · 2 min read

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About this role

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.

Why this listing is trusted

  • Employer verified. Assist World passed a manual review of its website, domain, and recruitment contact before any listing was published.
  • Agency or outsourcing partner. This company places candidates with client businesses rather than hiring for itself.
  • Applications go to jobs.lever.co. The apply button sends you to that domain, which is checked against the employer's own domain and our approved ATS list.
  • Link checked 8 hours ago. Application link confirmed active.
  • Source. Applicant tracking system.
  • No fees. We never ask you to pay to apply, and listings that request payment from applicants are removed.

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