Customer Success Lead & Executive Support

I’m helping Interior Moderna find a top candidate to join their team full-time for the role of Customer Success Lead & Executive Support. You will own the customer journey, ensuring seamless experiences and impactful support across all touchpoints. Compensation:USD 1.2K - 1.45K/month+ Overtime (USD8/hour) Location:Remote (specific timezones) Mission of Interior Moderna:"Our mission is to create modern interior pieces that seamlessly merge art and functionality. We strive to design sculptural, thoughtfully crafted products that enhance living spaces, evoke emotion, and stand the test of time. Through intentional design and refined aesthetics, Interior Moderna aims to help people express their personal style and transform interiors into meaningful, visually striking environments." What makes you a strong candidate:• You are proficient in Shopify, Microsoft Excel, Google Meet, Customer success. • You have the potential to develop in Art sales. • Spanish - Conversational • English - Fully fluent Responsibilities and more:Full-Time (40 hrs/week) | 8:00 AM – 4:00 PM EST | Remote (LATAM).Contractor | Monthly Compensation. About the Role. We are hiring a Customer Success Lead & Executive Support whose primary responsibility is owning the customer experience end-to-end. This is a customer-first role. Your top priority is ensuring every customer is clearly communicated with, supported, and fully resolved, regardless of the issue. You will manage customer communication through Gorgias, handle customer phone calls when needed, and collaborate closely with the internal team to resolve issues quickly and professionally. In addition to customer success, this role includes support across customer-facing Shopify tasks, organization, administrative work, marketing execution, and limited executive support. This is a full-time, live role. You must be available during working hours and comfortable being on Zoom or Google Meet calls throughout the day. Priority 1: Customer Success (Primary Responsibility). * Own the customer experience across all channels in Gorgias.* Communicate confidently with customers via email and phone calls.* Handle live or scheduled customer calls as needed.* Ensure every customer inquiry is responded to promptly, handled professionally, and followed through until full resolution.* Resolve issues related to shipping delays, damages and replacements, returns, refunds, exchanges, pre-orders, and delivery timelines.* Maintain a calm, professional, high-quality brand voice.* Proactively follow up on unresolved or sensitive cases.* Escalate edge cases when needed while maintaining ownership.* Track customer issues, resolutions, and follow-ups using Excel or Google Sheets.* Ensure no ticket is forgotten, mishandled, or closed prematurely. Priority 2: Shopify Support (Customer-Facing). * Support customer-related Shopify tasks, including order status inquiries, refunds, exchanges, and cancellations.* Manage customer records, notes, and communication.* Coordinate with internal team members as needed.* Maintain accurate, customer-facing order information. This role does not own ecommerce operations or backend strategy. Priority 3: Organization, Marketing, and Administrative Support. * Maintain internal trackers, spreadsheets, and documentation.* Keep shared folders, files, and workflows organized.* Support marketing execution and coordination.* Assist with product launches and asset organization.* Help ensure internal processes are followed consistently. Priority 4: Executive and Personal Support. * Support daily executive and personal administrative tasks.* Manage follow-ups, reminders, and scheduling support.* Organize emails, documents, and task lists.* Act as a reliable execution support layer day-to-day. KPIs and Performance Metrics. * First response time, with a target of under 2 business hours.* Resolution time and follow-through quality.* Customer satisfaction, including CSAT and feedback quality.* Accuracy of refunds, replacements, and Shopify records.* Call quality and professionalism.* Clean, up-to-date Excel or Google Sheets tracking.* Reliability and live availability during working hours. Required Qualifications. * Excellent written and spoken English.* Strong written and spoken Spanish.* Proven experience owning customer success or customer support.* Comfort handling customer phone calls.* Hands-on experience with Gorgias or similar helpdesk platforms.* Shopify experience in customer-facing functions.* Strong working knowledge of Excel or Google Sheets.* Highly organized, detail-oriented, and reliable.* Comfortable working live on Zoom or Google Meet throughout the day.* Reliable internet connection and professional remote setup. Role Details. * Full-time, 40 hours per week.* Schedule from 8:00 AM to 4:00 PM EST.* Remote, LATAM candidates only.* Independent contractor.* Monthly compensation.* Contractor is responsible for local taxes. Final Note. This is not a passive support role. You will be trusted with customer relationships, live communication, and full follow-through. If you are not comfortable owning customer issues end-to-end, this role will not be a fit.