Job Description:
• Monitor and respond to customer emails and WhatsApp messages daily.
• Help customers start and complete their book creation process after checkout.
• Proactively follow up with customers who haven’t completed key steps.
• Handle customer questions, feedback, and revision requests with warmth and professionalism.
• Use the internal backend system to select the correct reference images, confirm customer data and uploads are complete and correct, and trigger and manage book creation workflows.
• Review book PDF previews for quality, completeness, and obvious errors before sending to customers.
• Manage customer approvals and coordinate revisions before print.
• Track order status and ensure production timelines are met.
• Liaise with printers and production partners to resolve issues quickly.
• Coordinate delivery-related queries or delays calmly and proactively.
• Handle occasional business admin tasks such as: Paying accounts or preparing payments.
• Liaising with suppliers and service providers.
• Keeping essential operational records up to date.
• Maintain accurate customer status tracking in the CRM and internal tools.
• Identify recurring issues and suggest improvements to reduce friction and manual work.
• Help document workflows as the business scales into a smooth, founder-free operation.
Requirements:
• Experience in e-Commerce or customer operations roles.
• Experience with WhatsApp Business, Shopify, or support platforms.
• Familiarity with digital production workflows (PDF review, customer approvals, etc.).
• Experience working in a startup or founder-led environment.
• Strong written English communication.
• Confident learning and working across new tech platforms.
• Familiarity with CRM systems and digital workflows.
• High attention to detail and reliable follow-through.
Benefits:
• This is a half-day, remote position Monday to Friday from 09:00 - 13:00.
• Contract type: 3-month fixed-term , with a possibility of permanency dependent on performance.
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