Customer Support

As the company scales, operational load increases across customer communication, fulfilment coordination, and internal admin work. Without clear ownership of these routine but critical tasks, senior team members get pulled into day-to-day execution, customer issues escalate late, and small operational gaps turn into bigger problems.

This role exists to protect operational focus and execution speed by owning customer-facing communication and supporting daily operational tasks, ensuring that issues are handled quickly, data is accurate, and the operations team can focus on higher-impact work.

What this person will do

• Own day-to-day customer communication across email, chat, and internal tools

• Handle customer requests related to: 

  - Orders and order status, 

  - Subscriptions and billing questions, 

  - Delivery issues, delays, and complaints

• Escalate non-standard or operational issues clearly and on time, with context and proposed next steps

• Support fulfilment and operations execution:

  - Coordinate with fulfilment partners and suppliers on routine topics

  - Track deliveries, order statuses, and operational follow-ups

  - Help resolve issues between customers, fulfilment, and internal teams

• Assist the operations team with internal support tasks:

  - Data entry and system updates

  - Basic reporting and operational tracking

  - Document preparation and maintenance

  - Keeping trackers, logs, and task lists up to date

• Take ownership of ad-hoc tasks and problem-solving to unblock the team and keep operations running smoothly
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Must-have

• 1-3+ years of experience in customer support, operations, or admin roles
• Strong written communication skills and customer-first mindset
• High level of ownership, reliability, and attention to detail
• Ability to handle repetitive tasks without losing accuracy
• Comfortable working with multiple tools (email, spreadsheets, task trackers, internal systems)
• Able to escalate issues clearly and without emotional noise
   

Nice-to-have

• Experience in e-commerce, fulfilment, logistics, or subscription-based businesses
• Familiarity with tools like Notion, Google Sheets, CRMs, or helpdesk systems
• Experience working in fast-moving teams where priorities can shift
• Understanding of basic operational processes and dependencies
• Comfort with ad-hoc tasks and imperfect information