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.