E-commerce Operations & Customer Service Assistant

We are looking for a reliable, hardworking **E-commerce Operations & Customer Service Assistant** to join our growing DTC e-commerce brand.

This is a hands-on role focused primarily on helping keep our day-to-day order operations running smoothly.

You’ll work closely with our customer service team and our fulfillment warehouse to resolve order issues, process returns, clear order holds, and make sure customers’ orders are handled quickly and correctly.

This role will start at approximately **2 hours per day**, Monday–Saturday. As the brand continues to grow, there is potential for the number of hours and responsibilities to increase.

We are looking for someone who is **fast, efficient, detail-oriented, and dependable**. You should be comfortable managing your own workload and getting through tasks without needing constant supervision.

## Responsibilities

Your day-to-day responsibilities will include:

* Liaising directly with our US fulfillment warehouse regarding order issues
* Reviewing and resolving orders placed on **fraud holds, address holds, or other fulfillment holds**
* Contacting or assisting our customer service team with orders that require customer confirmation before they can be shipped
* Following up on unresolved orders to make sure they do not sit on hold unnecessarily
* Processing customer returns and keeping return information organized and up to date
* Updating orders and customer information inside Shopify when required
* Investigating tracking, fulfillment, shipping, and delivery problems
* Communicating clearly and professionally with our warehouse team
* Maintaining a good working relationship with our fulfillment partners
* Communicating with customers when required and following our existing **brand tone and customer service style**
* Escalating unusual or more complex problems to the appropriate team member
* Keeping accurate records of outstanding issues and making sure they are followed through until resolved
* Identifying repeated fulfillment or customer issues and bringing them to our attention
* Helping improve internal processes and SOPs as the business grows

## What We Are Looking For

You must have:

* Previous experience working with an **e-commerce or DTC brand**
* Strong experience using **Shopify**
* Experience dealing with customer orders, fulfillment, returns, tracking, or similar operational tasks
* Excellent written English
* Strong attention to detail
* The ability to work **quickly and efficiently**
* Good organizational and problem-solving skills
* The ability to manage multiple small tasks without letting things get missed
* A proactive attitude - we do not want someone who waits to be told about every small issue
* The ability to work independently and follow established processes
* Reliability and consistency with working hours
* Professional communication skills when dealing with both customers and external partners
* The ability to learn and follow our brand's tone when communicating with customers

We are a growing brand, so things move quickly. We are looking for someone who is comfortable taking ownership of their responsibilities and making sure tasks are actually completed rather than simply passed on to somebody else.

## Nice to Have

Experience with any of the following would be a bonus:

* Shopify
* Gorgias, Zendesk, Reamaze, HelpScout, or similar customer service platforms
* Loop Subscriptions, Recharge, Skio, or similar subscription platforms
* ShipHero
* Working directly with US fulfillment warehouses or 3PLs
* Fraud review or address verification
* DTC beauty, skincare, wellness, or supplement brands
* Creating or improving SOPs and internal processes

We use **Time Doctor to track working time and productivity**.

## Working Hours

This is a **part-time remote position starting at approximately 2 hours per day, Monday–Saturday*.

You must be available during **US business hours** and able to work at approximately **the same time every day**.

Consistency is important for this role because you will be communicating with our US warehouse and resolving issues that can delay customer orders.

As our order volume grows, there is the potential for the role to increase beyond 2 hours per day.

## Pay

**$4–$5 USD per hour**, depending on experience.

There is potential for additional hours and greater responsibility as the company continues to grow.

## Who We Are Looking For

We are looking for someone who is genuinely hardworking and takes pride in getting things done properly.

You should be the type of person who sees an order on hold and wants to get it resolved rather than leaving it for tomorrow.

A lot of this role involves relatively simple tasks, but they are extremely important to the customer experience. An incorrect address, an unresolved warehouse hold, or a return that isn't processed properly can quickly turn into an unhappy customer.

We therefore need someone who is **organized, responsive, efficient, and extremely reliable**.

You will also represent our brand when communicating with customers and our warehouse, so professionalism and communication matter.

We want to build a long-term relationship with the right person and give them more responsibility as the business continues to grow.

## How to Apply

Please include:

* A short introduction about yourself
* Your previous e-commerce/DTC experience
* Your experience with Shopify
* Whether you have worked directly with a fulfillment warehouse or 3PL before
* Any experience handling returns, order holds, address issues, fraud reviews, or fulfillment problems
* The customer service and e-commerce tools you have used
* Your current time zone
* The exact hours you are available to work each day
* Your expected hourly rate

Please also answer the following:

**1. An order has been placed on hold by the warehouse because the customer's shipping address appears incomplete. What steps would you take to resolve it?**

Applications that do not answer the questions above may not be considered.