Customer Support

• Manage daily ticket volume across email, chat, and marketplace messaging
• Respond to customers clearly, professionally, and empathetically
• Identify root causes of issues and minimize back-and-forth
• Resolve order issues such as missing items, damage, delivery delays, and incorrect orders
• Maintain consistent brand voice across all customer communications
• Process refunds, replacements, and partial refunds accurately
• Create and manage discount codes and appeasements
• Edit orders (addresses, items, quantities) when appropriate
• Investigate order timelines, shipments, and fulfillment status
• Review fraud indicators and escalate when necessary
• Work directly inside order records to diagnose customer complaints
• Coordinate with fulfillment partners when corrections are required
• Accurately categorize tickets using fields, tags, and macros
• Escalate product quality issues with complete and organized details
• Identify patterns and recurring customer issues
• Help improve workflows, help center content, and macros

Customer Experience Specialist

Executive Assistant

• Own and manage a high-volume inbox — triage, prioritize, draft responses, and flag critical items.
• Ensure timely follow-up across stakeholders.
• Proactively chase outstanding action items from both the executive and team members.
• Maintain structured task tracking across initiatives.
• Learn the executive’s working style, communication patterns, and priorities.
• Anticipate needs before they arise.
• Hold leadership accountable to timelines when needed.
• Serve as a gatekeeper while maintaining strong relationships internally and externally.
• Capture meeting notes and convert them into clear summaries, action lists, and follow-ups.
• Use AI tools to synthesize, refine, and accelerate output (ChatGPT, transcription tools, etc.).
• Turn rough ideas into structured plans, briefs, or execution documents.
• Translate ambiguity into clarity and next steps.
• Build and iterate task tracking systems (Notion, Asana, Airtable, or similar tools).
• Continuously improve workflows for speed and clarity.
• Maintain organized documentation across Google Drive and other platforms.
• Create repeatable processes that scale with the organization.
• Act as communication bridge between the executive and team.
• Track project progress and surface bottlenecks early.
• Ensure alignment across multiple workstreams.