Operations and Customer Support Assistant

Title: Operations & Customer Support Assistant
Location: Remote (Philippines preferred)
Hours: Full-time | 40 hours/week | 5pm–2am PH Time (aligned with UK working hours)
Salary: Approx £ ---------- /month (GBP Sterling) + performance bonus + UK bank holidays

The Firm:

At Innermost, we blend ancient wisdom with cutting-edge science to help people live healthier lives. Our award-winning wellness brand is redefining the supplement industry with a product range that’s clean, effective, and rooted in evidence-based research. Having experienced rapid growth across global markets, we’re now looking for an ambitious and capable individual to join our growing team. Learn more at ---------- .

Role:

This role combines customer support and operations. You’ll be the first point of contact for our D2C and B2B customers, process orders, and manage some backend processes on our Shopify store. You'll work with the other five members of the Operations team who work remotely from the Philippines to support wider business operations, working closely across marketing, logistics, and client-focused projects.

Key Responsibilities:

Customer Support:
• Respond to customer enquiries via email, chat, and social platforms in a timely and helpful manner
• Resolve issues around orders, products, and subscriptions with empathy and efficiency
• Track recurring themes and propose improvements to the customer experience

E-commerce:
• Assist in maintaining the Shopify store: updating products, inventory, bundles, promotions, etc.
• Monitor and test the customer journey to ensure a seamless experience
• Coordinate with our fulfilment team to troubleshoot any delivery issues

Operations & Projects:
• Contribute to weekly and monthly reports through data entry and insights
• Support multidisciplinary projects across marketing, CX, and operations

Skills:

• Experience in customer support, ideally for a D2C brand.
• Excellent written and verbal communication skills.
• Highly organised with strong attention to detail.
• Proactive mindset, comfortable working independently in a remote environment.
• Experience with Excel/Google Sheets.
• Familiarity with Shopify would be a bonus.
• An interest in health and wellness.

Additional:

We are looking to hire someone full-time on 40 hours a week (8 hours a day with a 60 minute break). Salary for the full-time role is from £500 to £800 (GBP Sterling) per month based on the candidates experience and skillset. You will also be eligible for an end of year performance bonus and be paid for 8 UK bank holidays as well as having a paid day off for your birthday. We are based in London, United Kingdom so looking for someone who can overlap with the team who work between 9am and 6pm UK time, which is 5pm to 2am Philippines time. We have a lovely and hardworking Operations team who have been together for a while now, and we're looking for someone who will fit in and become an important part of what we're building.

Application:

Please sent your CV and any additional information with respect to your experience and skillset. We would also require a 60 second video recording explaining why you think you'd be a good fit for the role.

Can you also answer the following questions:

> Where do you live; city or village?
> How fast is your internet and do you have reliable electricity?
> What IT equipment do you have to support your work?

You can send this information in a message through the onlinejobs portal and attach a Loom for your 60 second video. We will prioritise those applications that provide all the information requested above. Once we hear back from you, we can then advise on next steps and possibly arrange an interview over Zoom.

Thank you.