• Provide empathetic, accurate, and timely support to the users • Stay informed about the products and community standards to offer effective solutions • Investigate and resolve user issues, including account support requests and reports of abusive content • Respond to inquiries with speed, quality, and empathy • Use your market-specific knowledge to identify scalable improvements in user support • Analyze data to enhance user experience and improve workflows • Enforce Terms of Use by monitoring and addressing abuse reports • Spot trends and escalate complex issues to the global team when necessary

• Process refunds, exchanges, and replacement orders. • Handle customer inquiries through email, Shopify Inbox, and other communication platforms. • Provide basic troubleshooting and customer assistance. • Manage Shopify emails related to delayed shipments or product issues. • Monitor Shipcube for order exceptions/on-hold items. • Assist with MCF (Multi-Channel Fulfillment) orders as needed. • Process WROs and B2B orders. • File and manage claims with Amazon and Shipbob. • Resolve PayPal disputes and Shopify chargebacks. • Coordinate TikTok fulfillment tasks. • Provide customer support during TV segment campaigns. • Communicate with 3PL partners regarding fulfillment, exceptions, and shipping issues. • Prepare promotional checklists and assets. • Update and organize product descriptions, images, and video materials. • Set up Loop Returns workflows. • Import Amazon reviews into Shopify via Loox. • Monitor and respond to Amazon feedback and buyer messages. • Review and optimize Amazon product listings. • Add, organize, and update products across platforms (e.g., Shopify, Flip). • Process internal shipping requests for: Marissa, Imran, Kimanee. • Review and audit Shipcube invoices. • Assist with inventory management and stock checks. • Upload and publish new products with accurate descriptions and details.

• Support clients in their daily questions related to logistics and finance operations. • Analyze PowerBI reports and OMS tools to provide accurate information. • Manage and resolve client tickets within agreed SLAs. • Identify communication gaps and propose improvements. • Collaborate with a network of partners: warehouses, carriers, systems, and freight forwarders. • Guide clients on how to use internal tools effectively.

• Respond to inbound calls, emails, and texts from M7 users during nights and weekends for minimum 3-shifts per week • Troubleshoot platform questions and escalate technical issues when needed • Provide empathetic, clear communication to ensure users feel supported and confident using M7 • Accurately log and track customer interactions to inform our team’s ongoing improvements • Work closely with our Customer Operations team to flag urgent issues that need follow-up during regular business hours • Share common user pain points and feedback to help improve both our platform and support processes