Ecommerce Assistant

E-commerce Assistant (Contract)

Gaui | Miami, FL

Department: E-commerce & Customer Experience

Employment Type: Contract (3-months)

Reports To: E-commerce Coordinator & Brand Director

About Gaui

Gaui is a Miami-based lifestyle brand creating thoughtfully designed essentials, activewear, and everyday pieces for women. We believe the details matter, from the products we create to the way customers experience our brand.

With a busy season ahead, were looking for a resourceful, detail-oriented E-commerce Assistant to support our online operations, customer experience, and ongoing website improvements.

This is a hands-on position for someone who enjoys solving problems, takes initiative, and is comfortable balancing daily responsibilities with new projects.

Key Responsibilities1. E-commerce Operations & Website

• Support the E-commerce Coordinator with the daily management of our Shopify store.
• Assist with product listings, including descriptions, photography, pricing, variants, sizing information, and product details.
• Keep product collections, navigation menus, filters, and categories accurate, organized, and easy to shop.
• Support seasonal launches, product drops, restocks, promotions, and major commercial events.
• Help coordinate website refreshes, homepage updates, landing pages, promotional banners, and collection presentations.
• Regularly review the website across desktop and mobile to identify broken links, missing information, merchandising inconsistencies, and opportunities for improvement.
• Assist with product availability, inventory visibility, and merchandising updates to ensure customers receive accurate information.

2. Customer Experience & Order Support

• Handle customer service cases through our customer support platform, including email, live chat, and other assigned channels.
• Assist customers with order inquiries, tracking, delivery issues, exchanges, returns, refunds, and product information.
• Investigate complex customer cases and coordinate appropriate resolutions with the E-commerce Coordinator.
• Maintain a thoughtful, professional, and solution-oriented approach to every customer interaction.
• Identify recurring customer concerns and communicate insights that could help improve the website, product information, or internal processes.
• Support customer service operations during high-volume periods, including launches, Black Friday, Cyber Monday, and the holiday season.
• Help improve customer support templates, FAQs, automated responses, and self-service resources using AI tools.

3. Fulfillment & Cross-Functional Communication

• Communicate directly with the fulfillment team regarding order exceptions, shipment delays, incorrect items, missing products, and urgent customer requests.
• Follow up on unresolved orders and ensure customers receive timely and accurate updates.
• Assist with order modifications, cancellations, replacements, and other Shopify-related adjustments within company policies.
• Coordinate with fulfillment and inventory teams to identify discrepancies between available stock and website listings.
• Help maintain an organized internal process for tracking and resolving customer and order-related issues.

4. Website Optimization & Conversion Rate Improvement

• Support ongoing efforts to improve the customer shopping journey and website conversion rate.
• Review website performance, customer behavior, and shopping friction points to identify improvement opportunities.
• Share actionable recommendations related to product pages, navigation, collections, search, checkout experience, and mobile usability.
• Assist with implementing approved website improvements and testing new features.
• Monitor customer feedback, frequently asked questions, and recurring shopping concerns to identify areas where the website can communicate more effectively.
• Help review product discovery, merchandising arrangements, and cross-selling opportunities to improve the overall shopping experience.
• Support basic reporting on conversion rate, product performance, customer experience trends, and website issues.

5. AI Tools, Coding & Digital Efficiency

• Use Claude Code to assist with Shopify theme adjustments, basic website development, troubleshooting, and approved improvements.
• Use ChatGPT to support research, operational workflows, customer experience improvements, copy refinement, and efficiency.
• Assist with basic HTML, CSS, Liquid, and other Shopify-related technical tasks when needed.
• Test website changes before publication and coordinate approvals with the E-commerce Coordinator.
• Explore practical applications of AI to reduce repetitive work and improve accuracy across e-commerce and customer support operations.
• Help document repeatable processes, workflows, and internal guidelines to make the teams work more efficient.

6. Seasonal Launches & Commercial Support

• Assist with preparing the website for new collections, restocks, product launches, and promotional campaigns.
• Review product pages ahead of launches to ensure information, images, variants, and inventory are accurate.
• Support the setup of discount codes, promotional collections, landing pages, and other approved commercial activities.
• Help monitor website functionality and customer inquiries during high-traffic events.
• Work closely with the E-commerce Coordinator to ensure launches are executed accurately and on schedule.

Qualifications

• 2–4 years of experience in e-commerce, Shopify operations, customer experience, or a related digital role.
• Experience working with Shopify, including product management, collections, orders, and basic store administration.
• Strong written communication skills and a customer-first mindset.
• Comfortable using AI tools such as ChatGPT and Claude; willingness to learn Claude Code is essential.
• Basic understanding of HTML, CSS, or Shopify Liquid is a plus.
• Familiarity with e-commerce metrics, particularly conversion rate, average order value, and customer experience indicators.
• Strong attention to detail and ability to manage several responsibilities simultaneously.
• Organized, proactive, resourceful, and comfortable working within a small, fast-moving team.
• Interest in fashion, lifestyle brands, digital merchandising, and online shopping experiences.

What Were Looking For

Were looking for someone who understands that a strong e-commerce experience is built through hundreds of small decisions.

Someone who notices when a product page could be clearer, when a customer issue deserves additional attention, or when a website feature could work better.

The right person is equally comfortable helping a customer, organizing a collection, updating a product page, and learning a new tool to solve a problem.

You dont need to know everything, but you should be curious, accountable, and willing to find solutions.

What Success Looks Like

• The E-commerce Coordinator receives consistent, dependable operational support.
• Customer inquiries and order issues are handled accurately, efficiently, and with care.
• Product listings, collections, and website content remain organized and up to date.
• Seasonal launches are supported with minimal operational errors.
• Website issues are identified early and resolved or escalated quickly.
• Customer feedback is translated into practical website and process improvements.
• AI tools are used thoughtfully to improve team productivity without compromising quality.
• The overall shopping experience continues to become easier, more intuitive, and more enjoyable for Gaui customers.