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.