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 (San Luis Potosí)
🏢 Nir-yu
📍 San Luis Potosí