Customer Support Assistant (Live Chat → Email → Klaviyo)

I run a UK-based Shopify store specialising in personalised military-themed memorabilia. Many of our customers have personal or family connections to military service, so communication must always be respectful, clear, and detail-oriented.

I’m looking for a reliable freelancer to gradually take over customer communication, starting with live chat support and growing into a broader role over time.

Initially, your focus will be:
Handling live chat queries (Tidio)
Responding to customer questions clearly and professionally
Using provided templates and escalating anything unclear

Once established, the role will expand to include:
Responding to customer emails (via contact form enquiries)
Assisting with Klaviyo email campaigns (drafting and basic setup)
Eventually contacting customers to confirm personalisation/order details

Key Requirements:
Excellent written English (UK tone preferred)
Strong attention to detail (especially for personalised products)
Calm, clear, and professional communication style
Ability to follow instructions and not guess when unsure
Reliable and responsive (checking messages daily)

Nice to Have:
Experience with Shopify, Tidio, or similar live chat tools
Basic familiarity with email marketing (Klaviyo or similar)
Experience in eCommerce or personalised products

Compensation:
This role will start with a fixed weekly fee of £50, reflecting the current low and ad hoc workload.

In return, you will be expected to:
Check messages daily
Respond promptly during agreed hours
Be available consistently each week
As the business grows (including regular email campaigns), both workload and compensation will increase.

Data & Security:
You will be given restricted access to systems. You must be comfortable working within secure environments. NDA required.

Application Instructions:
To confirm you’ve read this description carefully, please start your application with the word Eagle.
Please also include a short reply (max 120 words) to the following customer message:
“Hi, I’m interested in ordering but I’m not sure what details you need from me for personalisation. Can you explain what I need to provide?”

To Apply, Please Include:
Relevant experience (customer support / live chat / eCommerce)
The response requested above
Your availability (UK time preferred)
Confirmation you are comfortable with a role that starts small and grows over time