Cake 找工作

What You Will Do: Provide your services by communicating with customers and troubleshooting their billing, domains, or account-related issues via live chat and tickets in a timely manner.Apply problem-solving skills and resourcefulness and show our customers what customer obsession is really about.Be a true ambassador by empowering our customers to build their online success!Dive deep into the world of IT by polishing your technical expertise daily.Deliver impactful work on a global scale.What We Offer: Permanent remote opportunity!A competitive monthly compensation for services in USD (for non-Indonesian candidates).Fully compensated 3.5-week initial period to gain knowledge in technology, product, and communication areas.Additional service fee: available and ranging from 5% to 30% from your monthly compensation, according to services delivered.Commissions (10%) can be earned by offering additional services for our customers.Paid Suspension days. Love visiting the seaside? No problem - us, too! We offer 20 days of paid suspension days.Flexible compensation models to choose from: Fix and Variable!Loads of possibilities & tools for your personal growth: Udemy account, Successors Academy course, Scribd subscription, and many more!Active internal growth! 80+ talents from the Customer Success team have excelled in their positions throughout 2023.Estimated start date: as soon as possible!

Key Responsibilities:- Monitor and evaluate customer service interactions (calls, chats, emails).- Identify trends and suggest improvements in service quality.- Work with team leads trainers to enhance processes.- Create performance reports recommend action plans.- Support KPI improvement (CSAT, FCR, NPS, etc.).Ideal Profile:- Fluent in Mandarin or English (both required).- Experience in customer service or QA preferred, but fresh graduates welcome.- Strong problem-solving communication skills.- Detail-oriented, able to give clear feedback.- Must have personal computer

About UsWe operate 2 profitable e-commerce stores and are launching our 3rd in the high-end camping and overlanding niche. This is a high-margin category with strong demand from customers who value quality gear and expert service.You'll work directly with the owner during launch phase, seeing how we source products, set pricing, build marketing campaigns, and scale stores from zero to profitable. Most VAs never get this level of exposure to 7-figure e-commerce operations.What This Role Actually IsYou'll manage operations (not people) for a new store during its critical launch phase. This means owning three core areas: customer experience, order fulfillment accuracy, and operational reporting.As we scale and hire support staff in 6-12 months, you'll transition into team leadership. The systems and SOPs you build now become the foundation you'll eventually delegate.Your Core Responsibilities (80% of your time)Customer Service Management• Handle all customer interactions via email, chat, and phone• Process inquiries, returns, exchanges, and disputes professionally• Maintain inventory accuracy in Shopify• Flag stock issues before they become customer problemsDaily Operations Reporting• Submit end-of-shift report covering: tasks completed, blockers encountered, support needed• Track key metrics: orders processed, support tickets closed, errors caught• Identify patterns that need owner attentionSecondary Responsibilities (20% of your time)• Maintain accurate product listings (pricing, descriptions, inventory levels)• Coordinate with vendors and dealer partners on orders and promotions• Track sales performance and identify conversion opportunities• Document processes and update SOPs as workflows evolve• Flag customer feedback patterns that should inform product or marketing decisions• Support seasonal campaigns (BFCM, holiday promos)What You Need to SucceedRequired Experience• 2+ years in e-commerce operations (customer service + order management + platform administration)• Proven Shopify experience: building listings, managing inventory, processing bulk updates• Experience managing multiple priorities in a fast-paced environmentTechnical Requirements• Proficiency with Shopify, ClickUp, Airtable, and Google Workspace (or ability to learn quickly)• Reliable computer setup and 20+ Mbps internet connection• Backup solutions for both power and internet outagesWork Style• Self-directed: you identify and solve problems without waiting for instructions• Detail-oriented: accuracy matters more than speed• Customer-focused: you view complaints as opportunities to improve systems• Process-minded: you naturally document and refine how things get doneBonus• Knowledge of outdoor, camping, or overlanding gear• Previous experience in a store launch or fast-growth phaseWork Schedule• Full-time: 40 hours per week• U.S. business hours: 9 PM–6 AM PHT or 10 PM–7 AM PHT (depending on Daylight Saving Time)• 1-hour daily break• Five days per weekWhy This Role Matters• You're not just processing orders. You're building the operational foundation for a store in a high-margin niche. During the trial period and first 6 months:• You'll learn how we source, price, and market products from experienced operators running multiple 7-figure stores• Your input shapes the SOPs and systems we'll use to scale• You get first consideration for team lead and category manager roles when we expand• You'll have direct access to the owner for mentorship on e-commerce strategy• This isn't a stepping-stone VA role. It's employee #1 for a store with serious growth potential.You're NOT a Fit If:• You need micromanagement or detailed daily task lists• You can't work 9 PM–7 AM PHT consistently• You experience frequent power/internet outages without backup solutions• You view this as temporary income between other opportunitiesApplication InstructionsTo be considered, follow these instructions exactly:Subject Line:[Your First Name] – I Am Your New E-Commerce Operations Manager(Example: Kevin – I Am Your New E-Commerce Operations Manager)Include:Cover letter (focus on relevant e-commerce experience)ResumeAnswer These Questions (numbered format, complete sentences):• Describe your most relevant e-commerce operations experience: platform used, team size, daily order volume, and specific responsibilities you owned.• What specific Shopify tasks have you performed? (Be detailed: inventory management? Bulk uploads? App integrations? Product page optimization?)• Provide an example of a difficult customer service situation you handled: what was the issue, what did you do, and what was the outcome?• What are your current work commitments and availability?• Provide your internet speed (attach speed test screenshot), computer specifications, and describe your backup solutions for power and internet outages.• Why are you interested in this role specifically, rather than other VA positions?Important: AI-generated or template responses will be immediately disqualified. We're looking for thoughtful, specific answers that demonstrate you read and understood this posting.