Customer Service Virtual Assistant for 6-7 Figure Ecomerce Brand

About Us
We're a fast-growing US-based ecommerce brand. We move fast, treat every customer like a real person, and overdeliver on resolutions when something goes wrong.

What You'll Be Doing
You'll be the main point of contact for our customers and handle the day-to-day inbox and message work. Specifically:
1. Email customer service

Respond to customer emails within 12-24 hours (faster when possible)
Answer questions about orders, shipping, returns, product info, etc.
Handle complaints with empathy and turn angry customers into happy ones
Escalate complex or sensitive issues to me (the owner)

2. Shopify order management

Look up customer orders in Shopify
Check order status, tracking, fulfillment info
Process refunds, replacements, and order adjustments when needed
Update customer info, addresses, etc.
Add notes to orders for tracking issues

3. Facebook & Instagram comments + messages

Reply to comments on our Facebook and Instagram ads
Respond to DMs from customers and prospects
Pull negative or sensitive conversations OUT of public threads and into DMs
Hide or delete spam, inappropriate comments, and trolls
Tag positive feedback for future use

4. Order tracking and shipping issues

Check tracking numbers for late or missing orders
Coordinate with our fulfillment partner when packages get stuck
Communicate proactively with customers when their orders are delayed
Process replacement orders or refunds for lost packages

5. Documentation and reporting

Keep a simple log of common questions/issues so we can improve our process
Flag patterns (e.g., "lots of customers asking about X this week")
Report weekly on customer service volume and recurring issues


Tools You'll Use
You'll be navigating these platforms regularly. Don't worry — we'll train you on the specifics of how WE use each one, but you should already have basic familiarity with most of them:

Shopify (for order lookup, refunds, customer info)
Gmail (or whatever email tool we use)

Facebook Business Suite / Meta Business Suite (for FB and IG comments, DMs)
ReplyZen (our AI comment management tool)
Tracking sites (USPS, FedEx, UPS, DHL — for checking package status)
Google Drive / Google Sheets (for documentation and logs)
Whatsapp or another messaging app (for daily communication with me)

If you've worked with these before, that's a big plus. If you haven't, we'll train you — we just need someone who's comfortable picking up new tools quickly.

Who You Are
We're looking for someone who:
? Has at least 1-2 years of customer service experience (ecommerce experience strongly preferred)
? Writes warm, friendly, native-level English (the customers won't know they're talking to a VA)
? Has experience with Shopify (or is willing to learn fast)
? Can stay calm and kind when dealing with angry customers
? Is organized — you keep notes, follow up, and don't let things fall through the cracks
? Has a stable internet connection and quiet workspace
? Can work US time zones (or at least overlapping hours)
? Is honest about what you don't know and willing to ask questions when unsure
Bonus if you have:

Experience with Meta Business Suite / Facebook ads management
Familiarity with chargeback prevention
Experience handling refund/return policies
Strong written communication skills (we'll test this)


What You Won't Be Doing
To be clear, this is NOT:

A sales role (you're not pitching, you're supporting)
A copywriter role (you don't write our ads or marketing)
A graphic design role
An accounting role

You're handling customer-facing communication and Shopify back-end work. That's it.

How to Apply
To apply, please send me:
1. A short message (3-5 sentences) telling me:

Why you're interested in this role
What relevant experience you have
What your typical work hours are

2. Answers to these 2 questions:
Question 1: A customer emails saying "My order hasn't arrived and it's been 3 weeks. I'm filing a chargeback." How would you respond? (Write the actual response you'd send.)
Question 2: A customer sends an angry DM saying "These look nothing like the photos and I want my money back." Walk me through what you'd do, step by step.

A screenshot of a Shopify order page (if you've worked with Shopify before)
A link to your OnlineJobs.ph profile or any other relevant portfolio

Applications without answers to the 3 questions will not be considered. We're using these to test how you actually think and write — please answer in your own words.

The Trial
If your application stands out, I'll bring you in for a 1-week paid trial at $[X] for the week. During the trial, you'll:

Handle real customer service tickets with me reviewing your responses
Work alongside me on a few orders so I can see how you handle live situations
Get a feel for the role and d ---------- if it's the right fit

After the trial, if we both want to move forward, we'll lock in long-term terms.

Why Work With Us

Real, growing brand — we're not a churn-and-burn dropshipping operation. We're building a real business and we want a customer service person who grows with us.
Fair pay — we pay above OnlineJobs.ph average for the right person.
Clear expectations — we'll give you actual training, tools, and templates so you're set up to succeed, not thrown in the deep end.
Respectful culture — we treat our team with kindness and respect, and we expect the same in return.
Room to grow — as we scale, the right person can grow into a customer service lead role.


Apply Now
Send your application through OnlineJobs.ph with the items listed above. I personally review every application and respond to applicants I want to move forward with within 3-5 days. thank you for applying.
Looking forward to meeting you!
– Hudson