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 (Santa Catarina)
🏢 Nir-yu
📍 Santa Catarina