About The Client
The client (name will be shared as you progress through the process) is a Recent Zealand-based functional beverage brand that produces ready-to-drink cold brew coffees and coffee add-ons infused with ingredients like protein, adaptogens, and the likes rather than traditional café-style coffee. The company was created to deliver convenient, clean energy and sustained focus without the typical caffeine crash, combining real specialty coffee with functional nutrition to support productivity, fitness, and everyday performance.

About The Role
Customer service and community
- Own the support inbox end to end (Gorgias), inbox zero standard, under 2 hour response time in business hours
- Reply to all Instagram DMs and comments across posts, daily
- Handle order and shipping queries, damaged or missing item claims, subscription changes and cancellations
- Follow the client’s brand voice: empathetic, ownership-first, brand steward not ticket handler. Lead with resolution, protect -brand trust over margin
- Escalate to the owner only for legal or chargeback threats, public figures,



safety concerns, or repeat complaints from the same customer

Logistics and stock operations
- Primary point of contact with 3PL partners in NZ and AU
- Track and resolve shipping delays, courier exceptions, damaged or short shipments
- Monitor stock levels across warehouses and flag reorder points before stockouts
- Handle customer-facing order status questions
- Flag pick-and-pack fee or service issues back to the owner
- Invoicing, expense, and data entry
- Stockists lead follow-up and sales coordination across the pipeline

Creator outreach and management
- Source creators aligned with the brand’s target audience and lifestyle positioning
- Run outreach and onboarding end to end for creators under 50k followers
- Brief creators on Instagram Collab features
- Manage the full lifecycle: outreach, terms sign-off, product dispatch, tracking post-live date, monitor view counts
- Calcul

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