Customer Experience & Operations Assistant

We are hiring a Customer Experience & Operations Assistant for a design-led eCommerce company in the luxury home and interiors industry. This is a part-time remote role for a U.K–based company. This role is ideal for someone who is highly organized, detail-oriented, customer-focused, and comfortable managing both customer support and operational tasks in a fast-paced online business.

Key Responsibilities:

• Manage the customer support inbox and respond to enquiries about orders, delivery timelines, and product information.

• Assist customers throughout the purchasing process and follow up on sales enquiries.

• Support B2B customers by preparing quotations and tracking trade enquiries.

• Generate discount codes and assist customers with promotions where applicable.

• Monitor new orders, track shipments, and update order fulfilment in the system.

• Follow up with customers after delivery to ensure a positive experience and encourage reviews.

• Organise customer project photos and feedback for potential marketing use.

• Maintain and update a database of potential trade partners and assist with outreach.

• Conduct light industry research and summarise relevant design and interiors content.

• Provide general administrative support including managing trackers, documents, and scheduling.

Required Qualifications:

• 2+ years in customer service and/or inside sales, ideally within eCommerce or DTC

• 2+ years experience as a Virtual Assistant, Customer Support Agent, or Operations Assistant, ideally in an eCommerce environment.

• 1+ Hands-on experience with Shopify for day-to-day operations (orders, refunds, draft orders, discounts)

• Excellent English communication skills with a confident, professional phone presence

• Strong organizational and time management skills.

• Ability to manage multiple tasks and work independently in a remote environment.

• Professional and customer-focused communication style.

• Proven ability to de-escalate issues and manage returns/refunds within policy

• Ability to work a consistent 4-hour block during UK business hours; highly reliable and self-directed

Preferred Qualifications:

• Experience supporting eCommerce or online retail businesses.

• Familiarity with B2B customer support or trade accounts.

• Interest in interior design, architecture, or home products.

• Familiarity with review platforms (Trustpilot, Judge.me) and review-generation best practices

• Experience with helpdesks/CRMs (e.g., Gorgias, Zendesk, Freshdesk, HubSpot) and KPI tracking

Required Skills & Tools:

• Shopify (orders, refunds, draft orders, discounts, tracking updates)

• Helpdesk/CRM and VoIP calling tools for callbacks and documentation

• Google Workspace or Microsoft Office (including basic Excel) and AI-assisted content tools

Schedule & Pay:

• Part-Time position; 4-hour block, Monday–Friday, within 9:00–13:00 or 13:00–17:00 UK time (GMT/BST) - TBC

• Fully remote role for a United Kingdom based client

• Pay ranges from R6,500 – R8,000 per month

• Includes structured SOP training, growth potential to full-time based on performance, and potential commission on closed deals

System Requirements:

• Internet speed of at least 20 Mbps upload and download

• Computer with a 2.4 GHz processor or higher

• 8 GB of RAM or higher

• Windows 10 or newer, or Mac OS X 10.10 or newer

• HD 720p webcam

• Headset with microphone

Benefits:

• Competitive pay rates

• Consistent hours and predictable workload

• Fully remote work with long-term potential

• Direct collaboration with the Founder, making a real impact

• Supportive and inclusive work environment

• Opportunity to grow alongside a premium eCommerce brand

If you’re a proactive, customer-focused professional who enjoys turning inquiries into meaningful experiences and sales, and you thrive in a fast-paced eCommerce environment, we’d love to hear from you.