Customer Experience Lead and Executive Assistant for Anime Jewelry Brand

Role Overview

We are hiring an experienced Customer Experience Lead and Executive Assistant to be the voice of our Australia-based anime-inspired jewelry brand while supporting the CEO and COO on critical, high-level tasks. You will manage customer emails and DMs with warmth, speed, and strong judgment, while also helping leadership stay organized, focused, and prepared. This role is best suited for someone with strong e-commerce customer support experience, high emotional intelligence, excellent written communication, and the ability to handle sensitive tasks without being micromanaged.

About the Role

As Customer Experience Lead and Executive Assistant, you will manage customer support across email and direct messages, replying with a personal, founder-led voice that feels human rather than scripted. You will help maintain our 12-hour reply target across the week, with coverage spread throughout the day, while making thoughtful decisions on refunds, replacements, escalations, and customer-impacting issues.

This role also includes executive assistant responsibilities, working closely with the CEO and COO on inbox triage, scheduling, vendor follow-ups, project tracking, internal coordination, and other high-priority tasks. This is not an entry-level role. Success in this position means reading tone accurately, de-escalating issues, making smart decisions, protecting leadership time, and helping critical tasks move forward without constant follow-up. To help us identify thoughtful applicants, please write the word "seesaw" in your response to the first screening question on the application page.

What You’ll Do

• Reply to customer emails and DMs with a warm, human, founder-led voice.
• Read tone in writing and adjust your response style based on the customer’s mood, context, and history.
• De-escalate frustrated or passive-aggressive customers with care, confidence, and good judgment.
• Build rapport with happy customers by matching their energy in a natural, appropriate way.
• Make decisions on refunds, replacements, holds, and escalations based on customer history and context, with founder approval at the start and more independence over time.
• Maintain a 12-hour reply target across the week, with coverage spread throughout the day.
• Track recurring customer issues and share clear feedback with product and operations.
• Help build and improve support templates, macros, and AI automations.
• Coordinate with the CEO, COO, product team, and operations team on customer-impacting issues.
• Support the CEO and COO with inbox triage, scheduling, follow-ups, task tracking, and internal coordination.
• Manage high-priority administrative and operational tasks with discretion, accuracy, and urgency.
• Follow up with vendors, partners, contractors, and internal team members to keep projects moving.
• Track important deadlines, open loops, and leadership priorities across tools such as Slack, Shopify, Notion, and email.
• Prepare clear updates, summaries, and action items so the CEO and COO can make decisions quickly.
• Help leadership stay organized by turning scattered information into clear next steps.

Must-Haves

• Proven experience in customer support, customer experience, executive assistant, or operations support, ideally for an e-commerce brand.
• High emotional intelligence and the ability to read tone in writing.
• Excellent written English with a personal, energetic voice rather than a corporate or robotic tone.
• Strong problem-solving skills and judgment, with the ability to investigate, decide, and act without step-by-step instructions.
• Ability to support senior leaders with sensitive, high-priority, and time-sensitive tasks.
• Comfortable using Slack, Shopify, Notion, and standard email tools.
• Strong organization, follow-through, and attention to detail.
• Comfortable managing inboxes, schedules, follow-ups, deadlines, and shifting priorities.
• Available 7 days per week, with reply coverage spread across the day.
• Reliable, consistent, discreet, and able to work independently in a remote environment.

Nice-to-Haves

• Experience with Richpanel, especially setting up personal, human-sounding AI automations.
• Previous executive assistant, operations assistant, or chief-of-staff experience.
• Experience working directly with CEOs, COOs, founders, or senior leadership in lean e-commerce teams.
• Familiarity with anime, manga, fandom, or jewelry and lifestyle brands.
• Experience handling escalations, refund decisions, or chargeback disputes.
• Experience coordinating vendors, contractors, projects, or cross-functional tasks.
• Familiarity with project management tools such as Notion, Asana, Trello, ClickUp, or similar platforms.

Why Work With Us

• Fully remote work
• Pay raises and bonuses for strong performance
• Australia-based company with PH-friendly hours. No graveyard shifts!
• Long-term role with full-time potential
• Work with a growing e-commerce brand in a fun anime-inspired industry with a strong niche audience
• Role-specific opportunity: Own the customer voice of the brand while supporting the CEO and COO on critical tasks that shape operations, customer experience, and company growth.

How to Apply

Apply today if this role fits your experience, strengths, and ideal next step. We would love to hear how you can help us create a warm customer experience while keeping leadership organized, focused, and supported.