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