Company

e-commerce

ExecutiveAssistant&CustomerExperienceSpecialist

$1–1k South Africa Remote Friendly
Market Sentiment
HIGH DEMAND

Neural analysis suggests this role is
optimal for Mid+ candidates.

The Brief

“Executive Assistant & Customer Experience Specialist. Skills: Executive Assistant, Customer Experience, Email management, Shopify Admin. Monitor founder's email. Prioritise daily action items”

What You'll Achieve.

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

Industry & Context.

e commerce
Problems you'll solve

triage; investigate; draft; close loops; Resolve issues; suggested fixes

Eligibility Requirements

South African accent preferred for any voice-based customer interactions

What They're Looking For.

Must Have

Excellent written English, organisational skills, high attention to detail, Google Workspace, Shopify Admin, Proactive communicator, Able to work Hawaii Standard Time (HST) business hours, South African accent

Nice to Have

Klaviyo, helpdesk tools, e-commerce, retail, luxury/semi-luxury customer service, supporting wholesale or B2B email outreach

What You'll Do.

Monitor founder's email

Prioritise daily action items

Draft email responses

Compile daily review list

Monitor wholesale inbox

Draft wholesale outreach

Coordinate follow-ups

Handle customer enquiries

Resolve customer issues

Coordinate with store teams

Update lightweight SOPs

Identify recurring issues

Flag issues with fixes

How You'll Work.

Team & Collaboration

Coordinate with store teams; Coordinate with fulfillment

Communication Scope

Excellent written English; polished; warm; professional; Proactive communicator; brand-aligned communication

Full Job Description

## Description 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 •

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