About the role

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 re