Customer Experience Lead and Executive Assistant for Anime Jewelry Brand

About the Role

We are hiring an experienced Customer Experience Lead and Executive Assistant to be the voice of our Australia-based anime-inspired jewelry brand while supporting the CEO and COO on critical, high-level tasks. You will manage customer emails and DMs with warmth, speed, and strong judgment, while helping leadership stay organized, focused, and prepared. This is not an entry-level role and requires strong e-commerce customer support experience, high emotional intelligence, and excellent written communication.

Responsibilities

• Reply to customer emails and DMs with a warm, human, founder-led voice.
• Read tone in writing and adjust response style based on customer mood, context, and history.
• De-escalate frustrated or passive-aggressive customers with care, confidence, and good judgment.
• Build rapport with happy customers by matching their energy in a natural, appropriate way.
• Make decisions on refunds, replacements, holds, and escalations based on customer history and context, with founder approval initially and more independence over time.
• Maintain a 12-hour reply target across the week, with coverage spread throughout the day.
• Track recurring customer issues and share clear feedback with product and operations.
• Help build and improve support templates, macros, and AI automations.
• Coordinate with the CEO, COO, product team, and operations team on customer-impacting issues.
• Support the CEO and COO with inbox triage, scheduling, follow-ups, task tracking, and internal coordination.
• Manage high-priority administrative and operational tasks with discretion, accuracy, and urgency.
• Follow up with vendors, partners, contractors, and internal team members to keep projects moving.
• Track important deadlines, open loops, and leadership priorities across tools such as Slack, Shopify, Notion, and email.
• Prepare clear updates, summaries, and action items so the CEO and COO can make decisions quickly.
• Help leadership stay organized by turning scattered information into clear next steps.

Qualifications

• Proven experience in customer support, customer experience, executive assistant, or operations support, ideally for an e-commerce brand.
• High emotional intelligence and the ability to read tone in writing.
• Excellent written English with a personal, energetic voice rather than a corporate or robotic tone.
• Strong problem-solving skills and judgment, able to investigate, decide, and act without step-by-step instructions.
• Ability to support senior leaders with sensitive, high-priority, and time-sensitive tasks.
• Comfortable using Slack, Shopify, Notion, and standard email tools.
• Strong organization, follow-through, and attention to detail.
• Comfortable managing inboxes, schedules, follow-ups, deadlines, and shifting priorities.
• Available 7 days per week, with reply coverage spread across the day.
• Reliable, consistent, discreet, and able to work independently in a remote environment.

Nice-to-Haves

• Experience with Richpanel, especially setting up personal, human-sounding AI automations.
• Previous executive assistant, operations assistant, or chief-of-staff experience.
• Experience working directly with CEOs, COOs, founders, or senior leadership in lean e-commerce teams.
• Familiarity with anime, manga, fandom, or jewelry and lifestyle brands.
• Experience handling escalations, refund decisions, or chargeback disputes.
• Experience coordinating vendors, contractors, projects, or cross-functional tasks.
• Familiarity with project management tools such as Notion, Asana, Trello, ClickUp, or similar platforms.

Benefits

• Fully remote work.
• Pay raises and bonuses for strong performance.
• Australia-based company with PH-friendly hours. No graveyard shifts.
• Long-term role with full-time potential.
• Work with a growing e-commerce brand in a fun anime-inspired industry with a strong niche audience.
• Role-specific opportunity: own the customer voice of the brand while supporting the CEO and COO on tasks that shape operations, customer experience, and company growth.

Additional Information

• To help us identify thoughtful applicants, please write the word "seesaw" in your response to the first screening question on the application page.
• Apply today if this role fits your experience, strengths, and ideal next step.