About The Role

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