Customer Service & Operations Assistant (Shopify E-commerce, UK Hours)

About us BRULO is a premium alcohol-free craft beer brand. We sell direct to consumer through our Shopify store and into UK retail and on-trade. We are a small, fast-moving team, and we are looking for a reliable, detail-oriented assistant to take full ownership of day-to-day customer service and order operations so the founder can focus on growth. This is a broad role for someone who likes variety, takes pride in closing loops, and does not let things slip. You will not just draft replies. You will handle the action behind every reply: sending the replacement, updating the address, processing the refund, fixing the order. What you will own Customer service First point of contact for customers by email Respond promptly and in our brand voice, using our existing reply templates as a starting point Resolve issues end to end: replacements, refunds, cancellations, delivery address changes, missing or damaged orders, subscription changes Liaise with our fulfilment partner (Huboo) to action reships, replacements and address corrections Flag recurring problems so we can fix the root cause, not just the symptom Order processing Process and manage B2C and B2B (trade) orders across Shopify, Amazon Seller Central and Huboo (UK and NL) Handle subscription admin: pauses, cancellations, address and payment updates, reactivations Keep order and fulfilment data clean and accurate Admin and operations General inbox and calendar support Maintain trackers and spreadsheets (Google Sheets and Excel) Document processes as you go so we build a clean SOP library over time Supplier and finance support Chase suppliers and partners for outstanding items: invoices, credit notes, paperwork Chase unpaid invoices owed to us and follow up until they are settled Light liaison with logistics and customs partners when needed Tools you will use Shopify, Huboo, Gmail, Google Sheets and Excel, plus our existing customer reply templates. Shopify experience is essential. Experience with a fulfilment provider (Huboo or similar) is a strong plus. Who we are looking for Excellent written English with a warm, clear, professional tone Proven e-commerce customer service experience, ideally DTC or Shopify Strong organisation and follow-through. You close loops and chase things to completion Comfortable working independently with minimal supervision once trained Reliable overlap with UK business hours Proactive: you spot problems and suggest fixes rather than waiting to be told Nice to have Experience in food and drink, subscriptions, or premium consumer brands Familiarity with international shipping or customs paperwork Comfort using AI tools to draft and speed up routine work Hours: 20 hours per week to start, with scope to grow Schedule: Roughly 4 hours a day, worked in a single daily block starting about 12:00 UK time. Trial: We would like to begin with a paid trial week so we can both check the fit before committing longer term