Customer Support & Ecommerce Admin

We are seeking a Customer Support & Ecommerce Admin to support a growing ecommerce brand specializing in leather bags and accessories. This role is responsible for managing customer communications while supporting backend ecommerce operations to improve overall efficiency and customer experience.

As the first external hire, this role will play a key part in establishing structured workflows, improving response times, and ensuring consistent, high-quality customer interactions. The position starts with a strong focus on email-based customer support and will expand into ecommerce operations, light marketing support, and multi-channel coordination as the business scales.

• Manage and respond to customer inquiries via email (approx. 10–15 per day)

• Maintain response times within 24 hours

• Handle customer concerns related to orders, tracking, returns, refunds, and product inquiries

• Ensure all communication is clear, professional, and aligned with brand tone

• Identify recurring issues and recommend improvements to reduce support volume

• Assist with backend ecommerce tasks using Shopify or similar platforms

• Update order statuses and support basic order processing workflows

• Maintain product listings and update product data as needed

• Support tracking and reporting of customer inquiries and common issues

• Help improve internal workflows and operational efficiency

• Monitor order flow and ensure customers receive timely updates

• Support resolution of order-related issues and escalations

• Maintain accurate records of customer interactions and resolutions

• Assist with responding to customer inquiries via social media DMs

• Conduct basic influencer outreach by messaging relevant profiles to gauge interest in working with the brand

• Maintain simple tracking of outreach conversations and responses

• Support customer experience across multiple channels as volume grows

• Contribute to improving overall customer journey and experience

• Maintain organized documentation of processes and customer interactions

• Assist in building structured workflows for support and operations

• Take ownership of assigned tasks and ensure timely completion

• Experience in customer support, preferably in ecommerce

• Strong written English communication skills

• Ability to handle customer concerns professionally and efficiently

• Strong attention to detail and organizational skills

• Ability to work independently and take ownership of tasks

• Proficiency in Google Workspace

• Experience with Shopify or similar ecommerce platforms

• Experience handling returns, refunds, and order tracking workflows

• Familiarity with multi-channel customer support (email, social media)

• Experience supporting ecommerce operations or backend workflows

• Experience with social media outreach or influencer coordination

• Proactive mindset with strong problem-solving ability

• Maintain response times within 24 hours

• Deliver high-quality, clear, and professional customer communication

• Reduce backlog and improve response efficiency

• Consistent and organized execution of influencer outreach tasks

• Contribute to smoother backend operations and workflow improvements

This is a foundational role within the business. As the first external hire, you will directly impact customer experience and operational efficiency.

Your work will help establish the systems and processes that support the company’s next phase of growth, while ensuring customers receive timely, high-quality support.

This role also offers the opportunity to grow alongside the business, taking on increased responsibility across ecommerce operations, customer experience, and light growth initiatives over time.