Customer Service & Operations Assistant (Full-Time, Remote)

We're a UK ecommerce brand, also selling in the US, looking for an organised, kind and reliable person to own our customer inbox, in-store chat, social media messages and daily order updates. This is a full-time, fast-paced role.

How your day works:

You'll be ahead of our UK operations in time, so you'll have enough time to clear the inbox first, then generate the day's postage labels. You'll handle order changes as you go, always following our script. For example:

• Address change: A customer email s a new address. You check the order hasn't been fulfilled yet, update the address in our fulfilment software and confirm the change to the customer.
• Wrong items ordered: A customer ordered the wrong items and wants to change them. You hold the order in the fulfilment software, ask what they'd like instead and update the order once they confirm. You note it in the spreadsheet so you can follow up if they never reply.
• Order placed by mistake: A customer wants a refund. If the order isn't fulfilled yet, you cancel it in the fulfilment software and refund it.
• Returned order: Our fulfilment team logs a return in the spreadsheet, for example because of an incomplete address. You email the customer, resolve it and log a follow-up if they don't reply.
• Missing order: A customer's order hasn't arrived past the expected date. You duplicate the order in the fulfilment software, confirm to the customer it's been resent, then submit a claim with the courier using our step-by-step guide.

UK store:

• Answer customer email s and in-store chat, following our script structure
• Update orders before labels are generated, including address changes, wrong orders, item swaps and cancellations
• Hold orders in the fulfilment software while waiting for customers to confirm changes
• Process refunds when needed
• Generate postage labels in our fulfilment software (simple to use)
• Share postage labels with our fulfilment team in a spreadsheet daily (Monday–Saturday)
• Handle returns shared by our fulfilment team: contact the customer, resolve it and follow up if needed (low volume each week)
• Resend missing orders and submit courier claims using our simple steps (low volume each week)
• Log each claim in a spreadsheet and mark it approved when the confirmation email arrives

US store (lighter workload):

• Answer customer email s and on-site chat, following our script structure
• Update orders in the fulfilment app where needed
• Handle email s from our US fulfilment team about returns and other updates
• No label generation needed

Across both stores:

• Respond to customer messages and comments on our Facebook and Instagram pages
• Respond with empathy, sympathy and patience, especially when things go wrong
• Help customers after their order arrives, such as how to use a product or advice on getting the best from it (following our script)
• Handle customer feedback and make sure it's recorded
• Log open cases in a spreadsheet and follow up with customers who haven't replied
• Record common issues, customer feedback, refunds, returns and claims so everything is tracked
• Join a weekly call with the owner to review issues, trends and improvements

Must-haves:

• 2+ years of customer support experience (email -based)
• 2+ years of Shopify experience (orders, customers, refunds)
• Comfortable with Google Sheets or Excel
• Excellent written English with a warm, friendly tone

Who you are:

• Extremely organised. You track everything, and nothing falls through the cracks.
• You don't fold under pressure. On a busy day you can juggle email s, refunds, returns and order changes across two stores, and still remember every follow-up.
• Proactive. You catch problems before the customer or fulfilment team does.
• Honest, always. Everyone makes mistakes, and we'd never want you to feel worried or ashamed about one. If something goes wrong, just tell us straight away. The sooner we know, the sooner we can work out what happened and fix it together. Honesty matters more to us than being perfect.

Growth & rewards:

• A clear path to more responsibility and higher pay as you prove yourself
• A yearly bonus is also available, depending on performance

Details:

• Full-time, long-term, remote
• Monday–Saturday, around 6 hours 40 minutes per day (40 hours per week)
• Pay: $700

How to apply:

Start your application with the word "ORGANISED" so we know you read this. Then send:

1.A short Loom video made specifically for this application. Start it with "Hello Tom" so we know it's for us. Tell us who you are, why you want this role and why you'd be a good fit. Applications with a personal Loom are taken much more seriously. When someone invests the time to record a video for us, it shows exactly the kind of effort we're looking for. A few rules for the video:

• No generic videos recorded months ago for other jobs. We can tell.
• No reading an AI-generated script on camera. We want to hear you, not ChatGPT.
• It doesn't need to be polished. It just needs to be real.

2. Your Shopify and customer service experience

3. Confirmation that you're available full-time, Monday–Saturday, with no other clients

4. Any information you think will be relevant for this role

Applications that skip these steps won't be considered.