Job Description

About the role

You will own everything that happens after a customer places an order at HerSonders, a women's fashion brand based in Bangkok that ships to customers across Asia and worldwide. That covers customer emails and chats, delivery and tracking, returns and refunds, and purchase orders with our fulfillment partner.

You report to the Managing Director. AI tools handle routine replies and data entry, so your job is to run those tools, handle what they cannot, and keep orders moving while the founders focus on building what comes next for the brand.

Customer experience (about 40%)

Reply to customer chats and emails across Shopify, Shopee, Lazada, LINE OA and Instagram. AI drafts routine replies and you handle what it escalates.
Open, track and close every customer case on our monday.com Cases board.
Resolve defects, wrong items, exchanges and refunds within the written refund policy, and approve refunds up to an agreed limit.
Send batch updates to customers when a pre-order or product is delayed.
Review a sample of AI replies each week and correct the guidance it works from.

Deliveries and tracking (about 30%)

Send every customer an accurate carrier tracking number and link as soon as the order is dispatched, and update the order in Shopify.
Check tracking daily for stuck, delayed or returned parcels, and contact the customer before they have to ask.
Book same-day and express deliveries and handle other special delivery requests.
Book and coordinate shipments our fulfillment partner does not handle: international orders, influencer and sample parcels, and transfers between warehouses.
Prepare shipping and customs documents, arrange courier pickups, and chase carriers on lost or delayed parcels.
Track returned parcels and confirm their condition before an exchange or refund goes out.

Fulfillment partner, stock and purchase orders (about 20%)

Monitor our fulfillment partner's accuracy and dispatch times, raise errors in writing within 24 hours, and keep a log of issues and costs to recover.
Create inbound shipments ahead of delivery, enter purchase orders, and check received stock against them.
Reconcile stock between the fulfillment system, Zort and the sales platforms, and flag differences the same day.
Check the partner's monthly invoice before it goes for approval.
Pick, pack and dispatch orders yourself when the partner cannot, such as urgent orders or stock held outside their warehouse.

General operations (about 10%)

Send a weekly report every Friday covering customer cases, fulfillment performance and the plan for the next week.
Write down and improve the steps for each recurring task so that anyone can follow them.
Support the founders on ad hoc operational tasks, especially around new product launches.

What success looks like

Chat replies between 10:00 and 18:00: 90% within 10 minutes
Case resolution (excluding time waiting for a returned parcel): within 3 working days
Accurate tracking link sent to the customer: every order, within 10 minutes of dispatch
Fulfillment errors raised with the partner: all within 24 hours
Purchase orders entered without correction: 98% or higher
Weekly report: every Friday

Must have

3 to 4 years in e-commerce operations or customer service at a consumer brand, with hands-on work on both customer cases and order fulfillment.
Experience dealing directly with a warehouse, fulfillment partner or couriers, including international shipments and customs documents.
Fluent Thai and strong written English, since most customer conversations are in English.
Confident with Shopify, Shopee and Lazada seller tools, LINE OA, spreadsheets and a task tool such as monday.com.
Comfortable using AI tools in daily work, and able to spot when an AI reply is wrong.
Accurate with numbers and details, and able to work without daily supervision.

Nice to have

Experience in fashion or apparel, including sizing and returns.
Experience entering purchase orders or managing incoming stock.
Experience at a small company where you built the process yourself.

Practical details

Start date: by 23 November 2026
Type: full-time, hybrid, based in Phrom Phong (Vadhana), Bangkok, with on-site days when stock or packing work needs it
Hours: chat cover from 10:00 to 18:00 on working days
Salary: 28,000 THB per month
Reports to: Managing Director