Customer Service + Supplier Coordination, E-commerce

About the role

We run fast-growing online fashion and jewellery stores selling into the US and Australia. Our helpdesk is AI-assisted: the AI drafts the routine replies, so your hours go where a human is actually needed—judgement calls, upset customers, refunds done right, and keeping suppliers moving on every problem order. You own the customer experience end to end: the inbox and the supplier side of fixing it.

Responsibilities

• Review, correct, and send AI-drafted replies; personally handle anything sensitive (refunds, disputes, angry customers).
• Chase suppliers on late shipments, lost parcels, reships, and wrong-item claims, daily, until each one is closed.
• Follow our refund policy exactly and answer disputes with evidence.
• Send a short Friday report: top complaint themes and anything customers keep asking for.

What You Will Be Measured On

• Every customer gets a first reply within 2 hours during your shift; overnight tickets answered in the first hour of your next shift.
• 95% of tickets fully resolved within two replies; AI drafts reviewed, never rubber-stamped.
• Our refund policy followed exactly: warm and generous in tone, zero improvising.
• Disputes answered with evidence within 48 hours.
• No problem order sits more than 24 hours without a supplier follow-up.
• 99%+ of scheduled shifts covered. If life happens, we hear from you at least 2 hours before shift with a handover.

Requirements

You are probably a fit if:

• You have 2+ years in e-commerce customer service (Shopify a big plus).
• You have coordinated with suppliers or handled dropshipping order problems.
• You already use AI tools every day.
• You write English a native speaker would sign.
• Past clients describe you as the most reliable person they have worked with.

You are not a fit if:

• AI handling the easy tickets sounds like room to coast.
• You need daily supervision.
• You improvise on refunds.
• Your recent clients would hesitate when asked about your attendance.

How We Hire

• A short application.
• A 20-minute call.
• One longer interview walking through your work history.
• We speak with your recent bosses or clients.
• Finalists do a paid trial week on real tickets.

Pay

US$5/hour, paid on time, every time.

Schedule

Part-time: you start on a light ticket load while you learn our systems, growing into regular daily shifts of a few hours as sales scale. At full volume, we run two reps on alternating shifts. Rate reviewed against your numbers at 90 days. Long-term role with growth as the store portfolio expands.