Customer Service & Operations Assistant

Location: In-Person (Denver, CO) Type: Part-time (20 hrs / week) Reports to: Operations Manager / Founder About the Role We're looking for a highly organized, dependable Customer Service & Operations Assistant to help keep our growing business running smoothly day to day. This is a role for someone who thrives on the details - the kind of person who keeps an eye on everything, catches small issues before they become big ones, and makes sure nothing falls through the cracks. This is a hands-on, in-person role for someone who enjoys variety, takes initiative, and is ready to jump in wherever needed. One minute you might be helping a customer with a product question, the next you’re checking on an order status, coordinating purchasing, or organizing internal systems. No two days look exactly the same - and that’s part of what makes this role fun. We’re a small business, which means teamwork, adaptability, and a positive attitude matter just as much as technical skills. We’re looking for someone who genuinely enjoys being helpful, likes creating order out of chaos, and takes pride in helping a business operate at its best. Key Responsibilities Customer Service & Communication • Respond promptly and professionally to customer inquiries via email and support platforms • Answer product questions using existing templates, internal documentation, and company knowledge resources • Provide top-level product installation support by: • Requesting photos and additional information when needed • Sharing installation guides, documentation, and instructions • Manage exchanges and returns by: • Offering customer-friendly solutions • Communicating return and exchange processes using templates • Creating and understanding return labels within Shopify • Provide proactive project and order updates, including: • Production timelines • Shipping updates • Delays or status changes • Gather necessary order details such as: • Custom specifications • Upsell opportunities and add-ons • Track orders and shipments through Shopify and carrier systems • Assist with customer follow-up, review requests, and review management • Support email automation and customer communication flows Operations & Business Administration • Support purchasing of materials and components • Help manage purchasing timelines and ordering schedules • Assist with general operational projects and process improvement Shopify & E-Commerce Operations • Monitor day-to-day Shopify operations • Update order details and customer notes • Support product launches, pre-orders, and order fulfillment workflows Required Skills & Experience • 1–3+ years in customer service, operations, administrative support, or e-commerce support • Strong written communication and customer service skills • Exceptional attention to detail and organization • Ability to prioritize multiple tasks and work independently • Comfortable troubleshooting and problem-solving • Professional, friendly communication style Required Tools / Software Experience Should have working knowledge of: • Zendesk • Google Workspace (Docs, Sheets, Gmail, Drive) • Shopify • Slack • Canva (light/basic use) Bonus Qualifications • Experience in e-commerce operations or product-based businesses • Familiarity with custom products, manufacturing, or automotive industries • Experience building SOPs or improving workflows • Comfortable learning new systems quickly Work Environment This is an in-person position based in our workshop and office space near Tennyson Street in Denver. A few things to know about our environment: • We’re a small, collaborative team - everyone pitches in and supports one another. • Our office is connected to an active wood shop/manufacturing space, so it can be noisy at times (there’s usually sawdust somewhere nearby). • The atmosphere is casual, hardworking, and friendly - we like to get things done, but we also like to enjoy where we work. • We’re dog-friendly, so expect occasional four-legged coworkers. • Being comfortable in a hands-on maker environment is important. You don’t need shop experience, but you should enjoy being around people building cool things. This role is ideal for someone who wants to be part of a growing business, enjoys working with a close-knit team, and likes seeing how things are made behind the scenes.