About the Role
The client is a semi-luxury e-commerce brand with two physical retail locations and a growing wholesale channel. We're looking for a sharp, proactive Executive Assistant & Customer Experience Specialist to keep the founder's world organised and make sure every customer feels looked after.
This is not a purely reactive inbox role — you'll triage, investigate, draft, and close loops. You'll be the founder's right hand: managing email across customer service and wholesale channels, flagging priority action items, and helping the business run smoothly day-to-day.
What You'll Do
Executive Assistant
Monitor and manage the founder's email inbox; triage and prioritise daily action items
Draft email responses and compile a daily review list for founder approval before sending
Monitor the wholesale inbox and draft outreach/responses for wholesale leads and partnerships
Manage calendar, schedule calls, and coordinate follow-ups
Help keep the founder organised, focused, and ahead of deadlines
Customer Experience
Handle customer enquiries via email, SMS, and any live channels within defined SLAs
Use Shopify Admin to investigate orders, fulfillment statuses, and customer history
Resolve issues with empathy, speed, and brand-aligned communication
Coordinate with store teams and fulfillment to close cases end-to-end
Maintain and update macros, FAQs, and lightweight SOPs
Identify recurring issues and flag them with suggested fixes
Provide a daily summary of volume, themes, and escalations
Must-Haves
Excellent written English — polished, warm, and professional
Strong organisational skills and high attention to detail
Experience with Google Workspace (Gmail, Docs, Sheets, Drive)
Comfortable with Shopify Admin for order lookups and customer history
Proactive communicator — you flag problems early and follow through
Able to work Hawaii Standard Time (HST) business hours
South African accent preferred for any voice-based customer interactions
Nice-to-Haves
Klaviyo (or similar ESP) — ability to check customer tiers and purchase history
Experience with helpdesk tools (Gorgias, Zendesk, Help Scout, or similar)
Background in e-commerce, retail, or luxury/semi-luxury customer service
Experience supporting wholesale or B2B email outreach
What Success Looks Like
The founder's inbox is organised, prioritised, and actioned daily with zero dropped balls
Customers receive warm, on-brand responses within agreed SLAs
Wholesale enquiries are followed up consistently and professionally
The founder spends less time in reactive mode and more time on big-picture work
If you're someone who gets satisfaction from making a busy founder's life easier and genuinely enjoys delivering great customer experiences — this role is for you.
Assist World is a virtual assistant staffing company that places remote administrative professionals with clients across various industries. The company serves diverse clients including a long-established mobile swim school in Florida and a luxury jewelry design business. Assist World matches detail-oriented virtual assistants with roles involving scheduling, client communication, appointment coordination, and operational support. The company emphasizes remote work flexibility and offers performance-based bonuses to incentivize quality service delivery.
