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