Executive Personal assistant To the founder

I need an organised, reliable assistant to take full ownership of my customer-facing inbox. Your core responsibility will be to monitor incoming messages, draft or send clear, empathetic replies, and flag anything that needs my direct input.

Because this is strictly customer service communication, I expect you to:
• Check the inbox at least twice a day, Monday–Friday, and maintain a same-day response rhythm.
• Categorise, tag or archive messages so I can see at a glance what has been resolved, what’s pending, and what requires escalation.
• Create and refine reply templates that keep our tone friendly, professional and on-brand.
• Track common questions or issues and surface trends in a short weekly summary.

If you already work comfortably inside help-desk environments such as Zendesk, Freshdesk or Salesforce Service Cloud, that’s a strong advantage, though I’m open to any platform that achieves clean ticket management and solid metrics.

The first week will serve as a trial: I’ll share current message volumes, a style guide, and sample replies. From there, I’m looking for consistent, long-term support.

Deliverables will be:
1. A fully managed inbox with all messages answered or appropriately escalated each business day.
2. A living set of response templates stored in our shared workspace.
3. A concise weekly report highlighting volumes, common topics, and any recommendations for process improvement.

If you’re proactive, detail-minded, and enjoy helping customers feel heard, I’d love to get started.