- 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