Customer Service/Operations Assistant

**Customer Support & Operations Assistant — E-commerce Brand**

We're hiring a sharp, reliable Customer Support & Operations Assistant for our DTC e-commerce brand. This is a long-term role with a clear path from CS into ops — but only for someone who proves they can nail the fundamentals first.

**The role**

You'll own day-to-day customer support and gradually take on operations work as you prove yourself. Customer support is the foundation — we won't expand your scope until that's bulletproof.

**What you'll do**

- Handle customer tickets via Gmail at first then Commslayer (email + chat) with fast, friendly, on-brand responses
- Coordinate with our US fulfillment partner and international fulfillment on order issues, delays, returns, and refunds
- Process Shopify orders, refunds, exchanges, and inventory adjustments accurately
- Keep tracking sheets in Google Sheets clean and updated daily
- Document recurring issues so we can build SOPs and improve processes over time
- Eventually: inventory reorder coordination, supplier follow-ups, fulfillment audits

**Hard requirements**

- 2+ years experience with Shopify (orders, refunds, fulfillment workflows)
- Prior experience with a 3PL or dropshipping fulfillment partner
- Excellent written English — customers will read your replies, no AI-generated tone
- Reliable internet, quiet workspace, backup power if outages are common in your area

**Responsiveness expectations (read carefully)**

This role requires active monitoring during your scheduled hours — not batch-checking every 1-2 hours. Specifically:

- Response time SLA: under 30 minutes during your active work hours
- Work hours: 4-hour continuous blocks (not scattered check-ins)
- Schedule: We need coverage overlapping US business hours (Eastern Time). PH evening shift works well.
- You'll be measured on response time, resolution rate, and CSAT — metrics are visible in Commslayer

If you prefer to work in random pockets throughout the day, this role is not for you.

**Compensation & hours**

- $6–$9 USD/hour depending on experience
- 25–35 hours/week to start, with room to grow to full-time
- Performance bonuses and rate increases for A-players who hit 90-day milestones
- Paid on the 1st and 15th

**How to apply**

Start your message with the exact phrase **"Attention to Detail"** so we know you read this. Applications missing this will be ignored.

Then answer all four:

1. Your Shopify + fulfillment experience (which 3PLs, what tools, how long)
2. Your typical response time when working a CS shift, and how you structure your work hours
3. A short example of a tricky customer situation you handled — what was the issue and how did you resolve it?
4. What does our brand sell? (Hint: Google "Asoleo")

Attach your resume or links to relevant work if you have them.

We'll respond to serious applicants within 5 business days. Shortlisted candidates will be invited to a paid 2-hour test task before any commitment.