Customer Engagement Officer

Customer Engagement Officer – Bakealicious Cake Shop

About Bakealicious

Bakealicious is a boutique cake studio known for creating stunning, handcrafted cakes that taste as good as they look that can also cater to all dietary requirements. Founded and led by Gabriela, the heart and creative force behind every design, Bakealicious has built a reputation for exceptional customer service, attention to detail, and a passion for celebrating life's sweetest moments.

As Bakealicious continues to grow, we're looking for a highly organised, proactive, and charismatic Customer Engagement Officer to manage enquiries, orders and support Gabriela with daily operations and ensure the business runs smoothly behind the scenes.

Position: Executive Assistant (Remote)

Type: Part-time leading to Full-time

Location: Work from home (must be available for calls during business hours)

Reports to: Gabriela, Founder of Bakealicious Cake Shop

Role Overview

The Executive Assistant will be Gabriela's right hand — managing communication, coordinating orders, handling customer interactions, and ensuring every detail behind Bakealicious runs like clockwork. This role is perfect for someone who thrives in a fast-paced, creative environment and loves making people smile through excellent service.

You'll play a key part in delivering the exceptional customer experience that Bakealicious is known for, while freeing Gabriela's time to focus on creativity, growth, and business strategy.

Key Responsibilities

Customer Communication & Service

• Respond promptly and warmly to customer emails and inquiries.
• Call and follow up with clients to confirm orders, clarify details, and ensure customer satisfaction.
• Provide updates to clients regarding custom cake progress, delivery, and timelines.
• Maintain a friendly, professional, and upbeat tone in all interactions — creating a seamless and delightful customer experience.

Operational & Administrative Support

• Assist Gabriela in managing her daily to-do list and schedule.
• Track and remind Gabriela of upcoming deadlines, events, or meetings.
• Handle administrative tasks such as invoice tracking, order management, and coordination with suppliers.
• Place and track orders for cake decorations, ingredients, and packaging materials.
• Maintain a record of custom orders, special requests, and customer preferences.

Marketing & Content Coordination

• Write and schedule weekly newsletters to engage Bakealicious customers and showcase new designs, offers, and updates.
• Create and edit blog posts highlighting cake trends, behind-the-scenes stories, and Bakealicious achievements.
• Communicate directly with the Klaviyo account manager to coordinate email campaigns, segment lists, and review analytics.
• Ensure all written content reflects the Bakealicious voice — friendly, creative, and full of joy.

Organisational Management

• Create systems and checklists to improve efficiency in order processing and follow-ups.
• Manage shared calendars, emails, and documents to keep everything organised.
• Support with social media or marketing coordination when needed.

Ideal Candidate Profile

• Outstanding organisational skills — you love lists, systems, and structure.
• Exceptional attention to detail — nothing slips through the cracks.
• Strong multitasking ability — you can juggle multiple clients, tasks, and deadlines with ease.
• Excellent communication skills — warm, clear, and professional over phone and email.
• Vibrant personality — you bring energy and positivity to every customer and client conversation.
• Strong writing skills — confident crafting engaging newsletters and blog posts.
• Tech-savvy — comfortable using tools like Google Workspace, Klaviyo, and task management platforms (e.g. Trello, Asana).
• Self-motivated and proactive — you anticipate needs and take initiative.

Requirements

• Previous experience in customer service, executive assistance, or administrative roles.
• Strong writing and communication abilities.
• Experience with email marketing platforms (preferably Klaviyo).
• Reliable internet connection and ability to work from home.
• Availability during Bakealicious business hours (flexibility may be required for peak periods).

Why Join Bakealicious

• Be part of a creative, passionate, and growing business.
• Work directly with Gabriela, the founder, in a dynamic and supportive environment.
• Enjoy flexibility with a remote position that values balance and initiative.
• Help bring joy to people's lives through beautiful cakes and outstanding service.

How to Apply

Please send your CV and a short cover letter explaining:

• Why you'd be the perfect fit for Bakealicious, and
• An example of a time you went above and beyond for a customer or team.

Job Types: Part-time, Casual

Pay: $50,696.26 – $75,000.00 per year

Expected hours: 25 – 35 per week

Benefits:

• Work from home

Work Location: Remote