Experienced Customer Support VA for E-Commerce Brand — Shopify, Disputifier & Chargeblast

Job Title:
Experienced Customer Support VA for E-Commerce Brand — Shopify, Disputifier & Chargeblast

Type of Employment:
Full-Time

Desired No. of Hours per Week:
40

Wage/Salary:
Fixed monthly salary based on experience and role fit

Job Description:

We are a growing e-commerce brand in the women’s supplement space and are looking for an experienced Customer Support VA to join our team full-time.

This is not an entry-level position. We are looking for someone who already has experience with e-commerce customer support and understands how to work inside Shopify, Disputifier and Chargeblast.

Your main responsibility will be to support our customers, manage customer inquiries, help with order-related questions, handle refunds and cancellations according to our internal policies, and assist with disputes and chargebacks.

We are looking for someone reliable, organized, detail-oriented and professional. You should be able to communicate clearly in English, follow SOPs, solve problems independently and help us create a positive customer experience.

This is a long-term full-time position with the opportunity to grow with our company. In the future, there may also be performance-based incentives for tea ---------- mbers who consistently meet their KPIs and deliver high-quality work.

Responsibilities:

- Handle customer support messages professionally and quickly
- Respond to customer questions via email, chat or support desk
- Help customers with order status, tracking, shipping questions and product-related questions
- Manage refunds, cancellations, replacements and address changes based on our internal policies
- Work inside Shopify to check orders, customer information, payments and fulfillment status
- Help manage disputes and chargebacks using Disputifier and Chargeblast
- Upload evidence and follow our dispute-handling process
- Keep customer communication clear, polite and professional
- Escalate important cases to the team when needed
- Follow SOPs and internal guidelines
- Keep support organized and make sure no tickets are missed
- Help improve our customer support processes over time

Requirements:

- Previous experience as a Customer Support Agent or VA for an e-commerce brand
- Strong experience with Shopify
- Experience with Disputifier
- Experience with Chargeblast
- Good understanding of refunds, cancellations, disputes and chargebacks
- Excellent written English communication skills
- Reliable, organized and detail-oriented
- Able to work full-time
- Fast learner and able to follow SOPs
- Comfortable working independently
- Strong problem-solving skills
- Experience with health, wellness, supplements, beauty or DTC brands is a plus
- Experience with tools like Gorgias, Zendesk, Reamaze, Klaviyo or Slack is a plus

Important:

Please only apply if you already have experience with e-commerce customer support.

We are not looking for a beginner. We need someone who understands how online stores work, how to handle customers professionally, and how to work with Shopify, Disputifier and Chargeblast.

You should be confident handling customer requests, refunds, disputes and chargeback-related tasks.

KPIs & Growth Opportunity:

This is a full-time role with the opportunity to grow long-term with our company.

We value people who are reliable, accurate, organized and consistent. In the future, there may be performance-based incentives for tea ---------- mbers who meet their KPIs and perform at a high level.

KPIs may include response quality, response speed, ticket resolution, accuracy, customer satisfaction, following SOPs, and proper handling of disputes and chargebacks.

We are looking for someone who takes ownership, communicates clearly and wants to grow with the business.

What We Provide:

- Clear SOPs and internal guidelines
- Access to the tools you need
- Training on our brand, products and policies
- Long-term full-time opportunity
- Support from our team
- Opportunity to grow with the company

Compensation:

This is a full-time position with a fixed monthly salary.

The salary will be determined by us based on your experience, skill level, communication, reliability and knowledge of the required tools.

We are not looking for hourly or project-based work. We are looking for a long-term full-time tea ---------- mber.

We may start with a short paid test period to evaluate fit, communication and work quality.

In the future, there may be additional incentives for strong performance and consistent KPI achievement.

To Apply:

Please send:

1. A short introduction about yourself
2. Your previous experience in e-commerce customer support
3. Your experience with Shopify
4. Your experience with Disputifier
5. Your experience with Chargeblast
6. Other support tools you have used before
7. Confirmation that you are looking for a long-term full-time position
8. Confirmation that you are available full-time
9. Please start your application with the words “Experienced Support VA” so we know you read the full job post

We are excited to find a reliable and experienced Customer Support VA to join our team long-term.