Customer Experience Lead & Executive Assistant

About the role

We are looking for a seasoned Customer Experience Lead who will also serve as Executive Assistant to our CEO and COO. The role combines high-touch e-commerce support for an Australia-based anime-inspired jewelry brand with strategic administrative assistance, ensuring both customers and leadership receive prompt, thoughtful service.

Key responsibilities

• Respond to customer emails and direct messages with a warm, founder-led tone, maintaining a 12-hour reply target across the week.
• Interpret customer tone, de-escalate issues, and make informed decisions on refunds, replacements, and escalations, initially with founder approval.
• Track recurring support trends and provide clear feedback to product and operations teams.
• Develop and refine support templates, macros, and AI-driven automations.
• Assist the CEO and COO with inbox triage, calendar management, vendor follow-ups, project tracking, and cross-functional coordination.
• Handle high-priority administrative tasks with discretion, accuracy, and urgency, using tools such as Slack, Shopify, Notion, and email.
• Prepare concise updates, summaries, and action items to enable rapid decision-making by leadership.

Required profile

• Proven experience in e-commerce customer support with strong emotional intelligence.
• Excellent written communication and the ability to read and adapt tone.
• Self-starter who thrives without micromanagement and can protect senior leadership’s time.
• Detail-oriented, organized, and capable of managing multiple high-stakes tasks simultaneously.

Required skills

• Shopify
• Notion
• Slack