Order Operations + Customer Support Assistant (Part-Time, 20 hrs/week)

JOB TITLE
Order Operations + Customer Support Assistant (Part-Time, 20 hrs/week)


ABOUT MONOBLOCC
Monoblocc is a small, fast-moving DTC brand that designs CNC-machined
aluminum mounting systems for monitors. We help people declutter their
desks by mounting lights, mics, cameras, and other gear directly to the
monitor (VESA + 15mm rod system). We sell worldwide, ship from our US
warehouse, and run limited production batches from China.

We are a tiny team. You will work directly with the founder (Wolfgang)
and our existing accounting and logistics support. We move quickly, we
care about doing right by the customer, and we like people who take
ownership.


THE ROLE
We are looking for a part-time Order Operations Assistant who can also
help with customer support triage and macro writing. You will be the
glue between our order system, our 3PL, and our customer support tools
(Gorgias + Rich Panel).

This is a long-term part-time role: 20 hours per week to start, with a
clear path to full-time within 6 months if order volume and performance
support it.


WHAT YOU WILL DO
- Run daily and weekly checks on our order allocation tool to make sure
no orders are slipping through the cracks
- Coordinate with our 3PL and logistics partners (US and China) on
order status, partial shipments, and SKU swaps
- Triage customer support tickets in Intercom/Gorgias: handle the easy ones,
escalate product questions to the founder with context
- Write and refine Gorgias macros and AI auto-reply templates so we
resolve more tickets without human touch over time
- Run small audits on order accuracy, refund accuracy, and AI response
quality, and report findings weekly
- Help maintain our inventory file and batch readiness checklists
- Document SOPs in Notion as you learn the systems


WHO WE ARE LOOKING FOR

Must have:
- 5+ years experience in eCommerce operations, customer support, or
3PL coordination (Shopify experience strongly preferred)
- Comfortable in spreadsheets (Google Sheets / Excel) and willing to
learn custom internal tools
- Excellent written English - clear, warm, and plain-spoken
- Strong attention to detail; you actually enjoy catching small errors
before they become big ones
- Proactive and independent: you ask good questions, then you d ----------
and act
- Reliable internet and a quiet place to work
- Available for at least one 30-minute weekly sync that overlaps with
Asia/Shanghai timezone

Nice to have:
- Experience with Gorgias, Intercom, Richpanel, or similar helpdesk tools
- Experience writing macros, canned responses, or training AI agents
- Notion experience
- Interest in tech, gear, content creation, or home-office setups
(you do not need to be an expert, just curious about the product)


HOURS AND SETUP
- 20 hours per week to start
- Flexible schedule, with one weekly sync in Asia/Shanghai timezone
- Path to full-time within 6 months based on performance and volume
- Paid time off and Philippine holidays observed
- 13th month bonus
- Long-term role - we are not looking for a short stint


HOW TO APPLY
Please send a short message that includes:

1. A 2-3 sentence introduction about yourself
2. Your relevant experience with eCommerce operations or customer
support (briefly)
3. The name of any helpdesk tools you have used (Gorgias, Intercom,
Richpanel, etc.)
4. Your rate expectation per hour in PHP
5. Your available start date and weekly hours
6. Answer this question in 2-3 sentences: A customer ordered a bundle
of 3 items, but one item is out of stock and will not ship for 4
weeks. The other 2 items are ready now. How would you respond to
the customer?


Looking forward to hearing from you.

- Wolfgang
CEO and Co-Founder, Monoblocc