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. Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/executive-assistant-customer-experience-specialist-assist-world