I run a Shopify-based brand and need a dependable pair of hands to take full ownership of our email support channel. Your core focus will be to respond promptly to everyday customer questions and to resolve complaints or return requests without letting them escalate. I already have detailed guidelines and response scripts in place, so you can step straight into the workflow; you’ll simply adapt the tone where needed and flag anything that falls outside the documented process. Here’s how I picture the collaboration working: • You monitor our support inbox throughout the agreed-upon hours, keeping response times tight and consistent. • All replies follow the existing scripts—personalised where appropriate—so messaging stays on-brand. • Any return or complaint is logged, a solution offered according to policy, and the case is closed or handed back to me if an exception pops up. • A quick end-of-day summary keeps me informed of volumes, tricky tickets and customer feedback trends. Only email support is required for now, though if this goes well I may explore live chat or phone coverage later. Familiarity with Shopify’s admin, refund and order-lookup tools will help you hit the ground running. If you have proven experience managing ecommerce inboxes and can balance empathy with efficiency, I’d love to hear how you would approach the first week on the job.