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.