Administrative Support Agent

Role Purpose
The Administrative Support Agent is responsible for handling essential backend and operational customer service tasks that ensure smooth order processing, accurate documentation, and timely resolution of customer needs. This role plays a critical part in maintaining operational efficiency, reducing friction for frontline teams, and ensuring customers receive accurate, timely support related to orders, returns, warranties, and replacements. By managing administrative workflows with precision and accountability, the Admin Agent supports Chai Vision’s commitment to efficiency-driven, customer-obsessed operations across all brands.

Who You Are

You are highly detail-oriented and process-driven

You are comfortable handling repetitive administrative tasks with accuracy

You are organized and able to manage multiple workflows simultaneously

You follow procedures closely while identifying opportunities for improvement

You communicate clearly and document actions thoroughly

What You’ll Do

Administrative & Order Management

Create and manage customer orders within Sellercloud and related systems

Process replacements, reships, and exchanges accurately and efficiently

Generate and provide return labels to customers as needed

Send free gifts, goodwill items, or replacements according to internal guidelines

Returns & Warranty Processing

Monitor inbound returns and ensure proper tracking and documentation

Review warranty claims for accuracy and eligibility

Process approved warranty replacements following brand policies

Flag incomplete, suspicious, or recurring warranty issues for review

Documentation & Accuracy

Maintain accurate records of all administrative actions in the CRM

Ensure all customer-facing updates reflect correct order and return statuses

Follow internal SOPs to ensure consistency across brands and platforms

Cross-Team Support

Support Customer Service and Outreach teams by handling backend requests

Coordinate with Operations and Logistics teams to resolve order-related issues

Escalate system errors, process gaps, or unusual cases to leadership

Continuous Improvement

Identify inefficiencies or recurring issues in admin workflows

Suggest improvements to processes, tools, and documentation

Stay updated on policy changes and operational updates

Success Metrics

100% accuracy in order creation, return labels, and replacements

Complete assigned administrative tasks within SLA timelines

Zero preventable errors impacting customer orders

Consistent compliance with SOPs and documentation standards

Cross-Functional Relationships

Customer Service Team – Support ticket resolution through backend actions

Outreach Team – Assist with fulfillment and replacement requests

Operations & Logistics – Coordinate returns, inventory, and shipping issues

Leadership – Report trends or recurring admin issues

Tools & Systems

Sellercloud

Gorgias

CRM systems

Google Workspace (Docs, Sheets)

Amazon Seller Central

Shipping and return platforms

Accountability & Rhythm

Daily:

Process assigned orders, returns, and replacements

Provide return labels and documentation promptly

Maintain accurate CRM records

Weekly:

Review error trends and recurring admin issues

Participate in team check-ins

Monthly:

Audit administrative workflows for accuracy

Provide feedback on process improvements

Quarterly:

Support operational optimization initiatives

Review performance metrics and improvement goals

Contribute to quarterly outreach strategy planning

Review success metrics and set goals for the next quarter

Location, Type & Hours

Location: Santo Domingo, Dominican Republic, in-office

Job Type: Full-time

Hours: Monday to Friday - 9 AM – 6 PM

Why Work With Us

Join a fast-growing ecommerce company where your ideas matter and your growth is part of our mission. At Chai Vision, we’re scaling quickly, building boldly, and redefining what a modern ecommerce team looks like.

We move fast, collaborate deeply, and give our people the space and support they need to thrive. Along with a culture built on innovation and teamwork, we offer benefits that reward your hard work and fuel your growth.

If you thrive in a fast-paced, creative atmosphere and want to help grow ecommerce brands, you’ll love working here!