Executive Assistant & Customer Experience Specialist

About the Role

The client is a semi-luxury e-commerce brand with two physical retail locations and a growing wholesale channel. We're looking for a sharp, proactive Executive Assistant & Customer Experience Specialist to keep the founder's world organised and make sure every customer feels looked after. This is not a purely reactive inbox role — you'll triage, investigate, draft, and close loops. You'll be the founder's right hand: managing email across customer service and wholesale channels, flagging priority action items, and helping the business run smoothly day-to-day.

What You'll Do

• Executive Assistant
•       Monitor and manage the founder's email inbox; triage and prioritise daily action items
•       Draft email responses and compile a daily review list for founder approval before sending
•       Monitor the wholesale inbox and draft outreach/responses for wholesale leads and partnerships
•       Manage calendar, schedule calls, and coordinate follow-ups
•       Help keep the founder organised, focused, and ahead of deadlines

Customer Experience

•       Handle customer enquiries via email, SMS, and any live channels within defined SLAs
•       Use Shopify Admin to investigate orders, fulfillment statuses, and customer history
•       Resolve issues with empathy, speed, and brand-aligned communication
•       Coordinate with store teams and fulfillment to close cases end-to-end
•       Maintain and update macros, FAQs, and lightweight SOPs
•       Identify recurring issues and flag them with suggested fixes
•       Provide a daily summary of volume, themes, and escalations

Must-Haves

•       Excellent written English — polished, warm, and professional
•       Strong organisational skills and high attention to detail
•       Experience with Google Workspace (Gmail, Docs, Sheets, Drive)
•       Comfortable with Shopify Admin for order lookups and customer history
•       Proactive communicator — you flag problems early and follow through
•       Able to work Hawaii Standard Time (HST) business hours
•       South African accent preferred for any voice-based customer interactions

Nice-to-Haves

•       Klaviyo (or similar ESP) — ability to check customer tiers and purchase history
•       Experience with helpdesk tools (Gorgias, Zendesk, Help Scout, or similar)
•       Background in e-commerce, retail, or luxury/semi-luxury customer service
•       Experience supporting wholesale or B2B email outreach

What Success Looks Like

•       The founder's inbox is organised, prioritised, and actioned daily with zero dropped balls
•       Customers receive warm, on-brand responses within agreed SLAs
•       Wholesale enquiries are followed up consistently and professionally
•       The founder spends less time in reactive mode and more time on big-picture work

If you're someone who gets satisfaction from making a busy founder's life easier and genuinely enjoys delivering great customer experiences — this role is for you.