Ally
• 📋 What You'll Do • Daily Support (~70–80%): • Respond to customer inquiries via email, chat, and social media • Handle sensitive conversations related to sexual wellness with empathy and discretion • Manage tickets end-to-end — investigate, resolve, and follow through • Make confident decisions in ambiguous situations where policy doesn't neatly apply • Escalate intelligently with clear context and recommendations • Project Work (~20–30%): • Spot patterns in customer issues (faulty batches, courier problems, content gaps) and flag trends • Recommend and implement fixes to root causes, not just symptoms • Build reports tracking weekly ticket trends, product issues, or courier performance • Quality-check AI-assisted responses and automation workflows • Create and update SOPs, macros, and internal playbooks • 🎯 What We're Looking For • 2+ years of customer service experience, ideally in D2C, e-commerce, or consumer wellness • Comfortable discussing sensitive topics including sexual wellness and intimacy • Proactive self-learner — you anticipate issues and act without waiting to be told • Strong attention to detail while moving at speed • Experience with Gorgias, Zendesk, Intercom, or a similar helpdesk tool • Nice-to-haves: • Experience with Shopify or e-commerce operations • Exposure to reporting or analytics (Google Sheets, Excel, Shopify reports) • Experience with AI tools (ChatGPT, macros, automation) for support workflows • Cross-functional exposure — ops, logistics, marketing, or product • 💡 What You'll Get • USD $850-$1,100 / month per month (40 hours/week) • Performance-based growth — rate increases tied to impact and milestones • First-hand experience in modern AI-driven customer service workflows • Fully remote work • Direct exposure to a fast-scaling global brand (US, UK, EU markets) • Ownership of real projects — not just ticket queues • A team that values systems thinking and proactive problem-solving • Opportunity to shape CX processes and tools from the ground up • 💼 JOB DETAILS • Employment Type: Full-Time (40 hours per week) • Work Setup: Remote / Work from Home • Working Hours: Flexible scheduling; first 2 weeks aligned to HK business hours (9 AM – 5 PM HKT) for onboarding. • Pay: USD $850-$1,100 / month per month • 📨
Ally
