Responsibilities:Solve customer tickets (email + chat) with clear, calm, human responses that actually fix the issuesHandle order + shipping questions: tracking, address changes, delivery issues, returns, refundsProvide honest, nuanced product guidance — no marketing fluff, just what it does and doesn't doCommunicate with creators when needed: coordinate content, answer questions, keep relationships smoothWork smart with AI tools to deliver faster output without sacrificing qualityImprove internal systems: spot patterns, update SOPs/macros, reduce repeat questionsEscalate the right cases with full context so the team can act quicklyRequirements:Strong written English (clear, human, professional)Experience in Shopify or similar e‐commerce environmentsCommon sense and a solutions‐first mindsetTech‐savvy and comfortable using AI toolsReliable laptop + stable internet; ideally working with 2 screensOwnership mentality — you pick things up and finish themAvailability Monday to FridayYou naturally think in systems and enjoy fixing root causesStrong typing speedExperience with helpdesk tools (Gorgias, Zendesk, Intercom, etc.)Bonus: experience working with creators or managing content workflows

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