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.