Full-Time E-Commerce Assistant (Customer Support & Operations) – Long-Term Role

We are a fast-growing e-commerce company in the pet niche (cat products) looking for a reliable, long-term Full-Time E-Commerce Assistant. Your main focus will be email customer support, with additional responsibilities in day-to-day operations (orders, disputes, inventory checks, basic data entry). We are a small team, move fast, and value people who take ownership instead of waiting for instructions. This is a full-time, 40 hours per week, long-term position. If you are looking for stable work and want to grow with one company for years, this role is for you. Responsibilities • Provide professional, friendly email support to customers via Freshdesk • Handle shipping inquiries, returns, refunds, and complaints • Follow existing SOPs while thinking independently when needed • Perform daily data entry and admin tasks • Use AI tools (ChatGPT, Claude, etc.) to speed up and improve your work • Communicate with suppliers and fulfillment centers via WeChat and WhatsApp • Monitor inventory levels and report potential stock issues • Manage PayPal and Shopify disputes/chargebacks • Prepare simple reports and updates for the founder Requirements Please only apply if you meet all of the following: • Previous e-commerce experience (Shopify store preferred) • Hands-on experience with Freshdesk (or a similar helpdesk tool) • Strong written English (clear, natural, and professional) • Previous experience in customer support or a similar role • Comfortable using AI tools (ChatGPT, Claude, etc.) in your daily work • Highly reliable, organized, and able to work independently • Stable internet connection and suitable working environment • Available for 40 hours per week, Monday to Friday (you may spread hours over 6–7 days if needed) Hourly rate: around $10 per hour (long-term engagement). What We Offer • Long-term, stable position with consistent work • Fully remote, flexible working hours • Direct communication with the founder (small, close-knit team) • Continuous training and clear SOPs • Opportunity to grow your responsibilities and become a key team member in a growing e-commerce brand How to Apply (Please Read Carefully) To be considered, please answer these questions in your proposal: Experience: Describe your last e-commerce customer support role. Which tools did you use (Shopify, Freshdesk, etc.)? How many tickets/emails per day did you handle? What were your main responsibilities? Writing Test (in English): Please write an email reply to this customer: “My order for the cat pheromone spray arrived leaking and my house smells terrible now. I’m really disappointed and thinking of returning everything.” Ownership / Initiative: Share one concrete example where you saw a problem in support or operations and took initiative to improve it. What was the problem, what did you do, and what was the result? Only applicants who follow these instructions and provide detailed answers will be considered.