Customer Experience & Influencer Operations Assistant

About Us: Black Voyage is a fast-growing US e-commerce brand specializing in vacuum compression travel gear. In our first year, we achieved multi-million USD revenue across Amazon and Shopify. Our customers are frequent travelers who care deeply about design, efficiency, and smart packing.
Our team is small, fast-paced, and results-oriented. We are looking for a highly organized Assistant to be the "backbone" of our customer experience and growth operations. We work with clear SOPs, checklists, and shared dashboards — you will never be guessing what to do.

Role Overview: We are looking for a sharp, emotionally intelligent, and highly organized assistant. This role is a mix of high-quality Customer Support (60%) and Influencer/Growth Operations (40%). You are not just a data entry clerk; you are the voice of our brand.

What You Will Do:
Inbox Management: Manage multiple Gmail inboxes and organize incoming inquiries.
Customer Support: Handle customer issues (shipping, refunds, warranty, complaints) with empathy and speed.
Risk Management: Identify potential disputes, 1-star review threats, or shipping delays and escalate them based on our SOPs.
Influencer Relations: Communicate with influencers/creators. You will handle the initial outreach, follow-ups, and negotiation support (product seeding ? affiliate offers).
Partnership Admin: Track product seeding shipments and ensure creators post their content on time.

What We Are Looking For:
Excellent Written English: You can switch tones effortlessly (warm & professional for customers; casual & savvy for influencers).
Structured Thinking: You can handle 30+ emails a day without losing track of details.
Tech-Savvy: Familiarity with Shopify, Google Workspace, and Notion is a huge plus.
Emotional Intelligence: You know when to be firm, when to be generous, and when to ask for help.
Technical Requirements (Must Have):
Reliable high-speed internet (Minimum 20 Mbps).
A backup internet source (e.g., mobile hotspot) in case of ISP outages.
A functioning laptop/PC capable of handling multitasking.

Written Exercise (Required to Apply)
Note: Applications without this exercise will not be reviewed.
Part 1 – Customer Scenario A customer writes: "Hi, I still haven't received my order. I was expecting it last week. Also, I used a discount code but it didn’t seem to apply. I’m frustrated and want to know what’s going on."
Write a professional, empathetic reply.
List: What issues did you identify? What actions would you take? Who would you escalate this to (if anyone)?
Part 2 – Inbox Prioritization You have 30+ unread emails. Today you see the following 6 subjects:
Customer asking about a missing shipment.
Customer complaining about a broken zipper.
Discount code not working.
Influencer asking about collaboration payment timeline.
Customer threatening to leave a 1-star review.
Return request within policy window.
Question: List the order in which you would handle these. Explain WHY you chose this order.
Part 3 – Influencer Negotiation ScenarioScenario: An influencer replies to our outreach:"Thanks for reaching out. I love the brand, but I don't do free product exchanges. My rate is $1,200 for one YouTube video. Let me know if you'd like to proceed."
Internal Strategy (Context for you):
We prioritize product seeding (free product) first.
If they demand payment, we try to move them to an Affiliate (Commission) model.
Our absolute max budget for a test video is $500, but we prefer not to pay upfront without seeing results.
Please Answer:
Write your reply to this influencer. (Goal: Don't just say "no". Try to negotiate or pivot them to a model that works for us).
How to Apply (Please Read Carefully)
To apply for this role, please email ---------- with the specific subject line: "Growth Assistant Application - [Your Full Name] - [Your Favorite Travel Destination]"
(Example: Growth Assistant Application - Maria Cruz - Japan)
In your email, you MUST include:
Your Resume: (Link or PDF)
Loom Video Introduction (2-3 mins max):
Briefly introduce yourself and your e-commerce experience.
Answer this verbally in the video: "Tell us about a time you turned an angry customer into a happy one. What did you say?"
Written Exercise Answers:
Please copy and paste your answers to the 3 scenarios (Customer, Inbox, Negotiation) directly into the email body or attach them as a PDF.
Note: Applications with incorrect subject lines or missing requirements will be automatically ignored.