Artworks Shop Email Support Specialist
Budget: $250 – $750 USD
Our online art business is scaling quickly and I’m ready to hand off day-to-day email support so I can focus on growth and new collections. I’m looking for someone who enjoys helping customers, can speak and write flawless English, and already understands the rhythm of ecommerce inbox management.
Here’s what I need you to handle:
• Respond promptly and warmly to customer inquiries—typical questions revolve around shipping timelines, custom print sizes, framing options, and gift purchases.
• Process orders and returns in our Shopify dashboard, ensuring replacements or refunds are issued accurately.
• Provide clear, friendly product information so buyers feel confident in their selections.
• Keep our email tone on-brand: creative, upbeat, and reassuring.
• Monitor and triage messages that arrive through connected social and media platforms, funnelling anything complex back to me when necessary.
What success looks like:
– Average first-response time under 12 hours (ideally much faster during business days).
– Inbox zero at least once per day; all threads either resolved, scheduled for follow-up, or flagged for my review.
– Order changes and refunds synced correctly with our accounting tags so inventory and reports stay clean.
Day-to-day tools include Gmail, Shopify, and our lightweight ticketing plug-in; experience with Zendesk or Gorgias is a plus but not required. I’ll supply brand voice guidelines, macros, and a short Loom walkthrough of every process, then shift to weekly check-ins for questions and feedback.
If you’re organised, proactive, and genuinely enjoy turning shoppers into loyal collectors, I’d love to hear how you can help keep our customers delighted while we expand.
Here’s what I need you to handle:
• Respond promptly and warmly to customer inquiries—typical questions revolve around shipping timelines, custom print sizes, framing options, and gift purchases.
• Process orders and returns in our Shopify dashboard, ensuring replacements or refunds are issued accurately.
• Provide clear, friendly product information so buyers feel confident in their selections.
• Keep our email tone on-brand: creative, upbeat, and reassuring.
• Monitor and triage messages that arrive through connected social and media platforms, funnelling anything complex back to me when necessary.
What success looks like:
– Average first-response time under 12 hours (ideally much faster during business days).
– Inbox zero at least once per day; all threads either resolved, scheduled for follow-up, or flagged for my review.
– Order changes and refunds synced correctly with our accounting tags so inventory and reports stay clean.
Day-to-day tools include Gmail, Shopify, and our lightweight ticketing plug-in; experience with Zendesk or Gorgias is a plus but not required. I’ll supply brand voice guidelines, macros, and a short Loom walkthrough of every process, then shift to weekly check-ins for questions and feedback.
If you’re organised, proactive, and genuinely enjoy turning shoppers into loyal collectors, I’d love to hear how you can help keep our customers delighted while we expand.