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

📌 Customer Support & Creator Contact Specialist (México)
🏢 Nir-yu
📍 México