Customer Service + Supplier Coordination, E-commerce

Customer Service + Supplier Coordination, E-commerce (Part-Time, Remote)

We run fast-growing online fashion and jewellery stores selling into the US and Australia. Our helpdesk is AI-assisted: the AI drafts the routine replies, so your hours go where a human is actually needed - judgement calls, upset customers, refunds done right, and keeping suppliers moving on every problem order. You own the customer experience end to end: the inbox, and the supplier side of fixing it.

This is a part-time role with real numbers. Read them before applying.

What You Will Do

• Review, correct and send AI-drafted replies; personally handle anything sensitive (refunds, disputes, angry customers)
• Chase suppliers on late shipments, lost parcels, reships and wrong-item claims, daily, until each one is closed
• Follow our refund policy exactly and answer disputes with evidence
• Send a short Friday report: top complaint themes and anything customers keep asking for

What You Will Be Measured On

• Every customer gets a first reply within 2 hours during your shift; overnight tickets answered in the first hour of your next shift
• 95% of tickets fully resolved within two replies; AI drafts reviewed, never rubber-stamped
• Our refund policy followed exactly: warm and generous in tone, zero improvising
• Disputes answered with evidence within 48 hours
• No problem order sits more than 24 hours without a supplier follow-up
• 99%+ of scheduled shifts covered. If life happens, we hear from you at least 2 hours before shift with a handover

YOU ARE PROBABLY A FIT IF

You have 2+ years in e-commerce customer service (Shopify a big plus), you have coordinated with suppliers or handled dropshipping order problems, you already use AI tools every day, you write English a native speaker would sign, and past clients describe you as the most reliable person they have worked with.

YOU ARE NOT A FIT IF

AI handling the easy tickets sounds like room to coast. Stop reading if so: the AI raises what one human hour must produce here, and we measure output, not hours online. Also not a fit: you need daily supervision, you improvise on refunds, or your recent clients would hesitate when asked about your attendance.

How We Hire, So You Know Upfront A short application, a 20-minute call, one longer interview walking through your work history, and we speak with your recent bosses or clients, so answer everything as if they are in the room. Finalists do a paid trial week on real tickets.

PAY, HOURS AND TERMS

US$5/hour, paid on time, every time. Part-time: you start on a light ticket load while you learn our systems, growing into regular daily shifts of a few hours as sales scale; at full volume we run two reps on alternating shifts. Rate reviewed against your numbers at 90 days. Long-term role with growth as the store portfolio expands.

TO APPLY

Email ---------- with a subject line containing the word GARNET, and include:

• A voice note or Loom, 60 to 90 seconds, unscripted: the angriest customer you ever handled. What happened, what you did, how it ended.
• One number: how many scheduled work days you missed in the last six months.
• One sentence: which AI tools you use daily, and for what.
• Your CV or profile link.

Applications missing the subject word or the voice note are not read.