Customer Support / Executive Assistant

Position Type : Full Time

Location: Philippines (Remote)

Schedule: Monday-Friday, US business hours

About the Company

Our client is a growing consumer brand focused on creating fun, easy ways for people to connect and spend more time together. The company’s flagship paddle game is designed to be simple to set up, easy to learn, and enjoyable for people of all ages.

With a growing customer base, retail presence, and strong brand recognition, they are continuing to scale its team and operations. It’s an entrepreneurial environment where people are encouraged to take ownership, solve problems proactively, and help build better processes as the business grows.

About the Role

We’re looking for a highly proactive Customer Support / Executive Assistant who can wear both hats comfortably.

You’ll be supporting the leadership team with day-to-day administrative and operational tasks while also taking ownership of customer support. The role is not just about responding to tickets or waiting for instructions. We’re looking for someone who can spot what needs to be done, follow things through, and keep the team moving without needing constant supervision.

On the customer support side, you’ll manage customer inquiries, orders, refunds, shipping concerns, and other requests. Many responses will already be drafted using AI, so your job will be to review them, make sure the information is accurate, add the right human touch, and take ownership of anything that needs further action.

On the EA side, you’ll help the leadership team stay organized by coordinating follow-ups, handling administrative tasks, keeping track of action items, communicating with internal and external stakeholders, and supporting various projects as needed. This is a great fit for someone who enjoys variety and is comfortable switching between customer-facing work and behind-the-scenes business operations.

Responsibilities

Customer Support

Manage customer inquiries through Gorgias and other support channels

Review and QA AI-generated responses before they are sent to customers

Handle common customer concerns including order status, WISMO, refunds, missing or delayed shipments, and product questions

Process refunds and order adjustments through Shopify

Investigate customer issues and coordinate with the appropriate internal team or vendor

Follow up on open issues until they are fully resolved

Maintain fast response times and help prevent tickets from piling up

Identify recurring customer issues and suggest ways to improve the process

Operations & Order Support

Coordinate with the 3PL on missing, delayed, or incorrect shipments

Support wholesale and bulk orders

Coordinate retail purchase orders and related documentation

Create and QA invoices and other order-related documents

Follow up with vendors and internal stakeholders

Help monitor inventory or fulfillment issues that may affect customers

Escalate important issues proactively rather than waiting for direction

Executive Assistant Support

Provide day-to-day administrative support to company leadership

Manage and follow up on action items, requests, and outstanding tasks

Help organize meetings, schedules, information, and priorities

Coordinate with internal team members, vendors, suppliers, agencies, and other external partners

Prepare documents, reports, invoices, and other business materials

Help keep projects and operational initiatives moving forward

Conduct research and gather information when needed

Assist with email, Slack, and other business communications

Support ad hoc personal or business-related tasks for leadership when needed

Competencies and Qualifications

Must-Have

2+ years of experience in customer support, executive assistance, operations, or a similar role

Experience working with 3PLs, shipping, fulfillment, or order management

Experience with wholesale or retail orders

Experience with Amazon or other marketplaces

Strong written and verbal English communication skills

Experience working directly with customers and/or business stakeholders

Highly proactive with strong ownership and follow-through

Able to work independently without needing step-by-step instructions

Strong organizational and time-management skills

Excellent attention to detail and accuracy

Comfortable handling multiple priorities and switching between different types of tasks

Strong problem-solving skills and good judgment on when to resolve, follow up, or escalate

Comfortable working with technology, new systems, and AI-assisted tools

Customer-service mindset with a professional and personable communication style

Comfortable working in a fast-paced startup or entrepreneurial environment

Nice-to-Have

Experience creating invoices or handling basic administrative/operations tasks

Experience using Slack, Google Workspace, and other productivity tools

Experience working with AI tools for customer support or administrative work

What We Offer

100% Remote Work

13th Month Pay

Healthcare (HMO)

Comprehensive Fringe Benefits package

Paid Service Incentive Leave (SIL)

Application Process

We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.