Customer Support And Ecommerce Admin

Customer Support & Ecommerce Admin

We’re hiring a Customer Support & Ecommerce Admin to support a fast-growing ecommerce brand specializing in leather bags and accessories. This role combines customer-facing support with backend ecommerce operations, helping deliver a seamless and high-quality customer experience.

As the company’s first external hire, you will play a key role in building efficient workflows, improving response times, and setting the standard for customer communication as the business scales.

Key Responsibilities

1. Customer Support (Primary Focus)

• Manage and respond to customer inquiries via email (approximately 10–15 per day)
• Ensure all responses are sent within 24 hours
• Handle inquiries related to orders, shipping, returns, refunds, and product details
• Maintain clear, professional, and brand-aligned communication
• Identify recurring customer concerns and suggest process improvements

2. Ecommerce Operations & Admin

• Support backend ecommerce tasks using Shopify or similar platforms
• Update order statuses and assist with order processing workflows
• Maintain and update product listings and product information
• Track and report common customer inquiries and issues
• Assist in improving internal processes and operational efficiency

3. Order & Customer Experience Management

• Monitor order flow and ensure timely updates to customers
• Resolve order-related concerns and escalations efficiently
• Maintain accurate records of customer interactions and resolutions

4. Growth & Channel Support (Secondary)

• Respond to customer inquiries across additional channels (e.g., social media DMs)
• Conduct basic influencer outreach by messaging relevant profiles
• Track outreach efforts, responses, and follow-ups
• Support customer experience across multiple channels as volume grows

5. Administrative & Workflow Support

• Document processes, workflows, and customer interactions clearly
• Help establish structured systems for support and operations
• Take ownership of assigned tasks and ensure timely completion

Qualifications

Required

• Experience in customer support, ideally within ecommerce
• Strong written English communication skills
• Ability to handle customer concerns professionally and efficiently
• High attention to detail and strong organizational skills
• Ability to work independently and take ownership
• Proficiency in Google Workspace

Preferred

• Experience with Shopify or similar ecommerce platforms
• Experience managing returns, refunds, and order tracking
• Familiarity with multi-channel support (email, social media, chat)
• Background in ecommerce operations or backend workflows
• Experience with influencer outreach or social media coordination
• Proactive mindset with strong problem-solving skills

Success Metrics

• Maintain response times within 24 hours
• Deliver clear, professional, and high-quality customer communication
• Reduce backlog and improve response efficiency
• Execute influencer outreach consistently and in an organized manner
• Contribute to smoother operations and improved workflows