Remote Customer Support & Admin Lead (EA Hybrid)

Hammerjack Pty Ltd; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Remote work

13th Month Pay

Healthcare (HMO)

Fringe benefits

Paid SIL

Job summary

Hammerjack Pty Ltd is seeking a highly proactive Customer Support / Executive Assistant to support leadership with day-to-day tasks while owning customer support. You will review AI responses, manage inquiries, and coordinate with 3PL and vendors, balancing frontline service with behind-the-scenes operations.

The role offers 100% remote work, with duties split between customer-facing activities and executive support, across US business hours.

Qualifications

• 2+ years of experience in customer support, executive assistance, operations, or a similar role.
• Experience 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 switching between priorities in a fast-paced startup.
• Comfortable working with technology, new systems, and AI-assisted tools.
• Customer-service mindset with professional communication.
• Comfortable working in a startup environment.

Responsibilities

• 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.
• 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.
• 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, agencies, and external partners.
• Prepare documents, reports, invoices, and other business materials.
• Help keep projects 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.

Skills

2+ years experience

Customer service

Executive support

Ownership & follow-through

Independent work

Organizational skills

Attention to detail

AI-assisted tools

Multi-tasking

Strong English comms

Job description

Hammerjack Pty Ltd is seeking a highly proactive Customer Support / Executive Assistant to support leadership with day-to-day tasks while owning customer support. You will review AI responses, manage inquiries, and coordinate with 3PL and vendors, balancing frontline service with behind-the-scenes operations.

The role offers 100% remote work, with duties split between customer-facing activities and executive support, across US business hours.