Customer Support + Social Media VA for Dog Mobility Brand (Long-Term, Claude AI Required)

Customer Support + Social Media VA for Fast-Growing Dog Mobility Brand (Long-Term, Career Role)
Pay: Starting $120/week, with raises based on performance and growing scale. We have a clear track record of paying our team more as we grow — this is not a "stuck at $120/week forever" role.
Hours: This is NOT an hourly tracked role. This is a response-time and coverage role. You will not be working 24 hours a day, but you must check in on support channels consistently throughout the day, every day, including weekends. Most critical activity window: 9 AM – 5 PM US Mountain / Arizona Time (no daylight saving — Phoenix-based). You must be most active during these hours, with lighter check-ins outside.
Type: Full-time, long-term. We are looking for someone who wants to grow with our brand for YEARS, not someone applying to 30 jobs this week.

READ THIS ENTIRE POST BEFORE APPLYING
We will instantly delete any application that does not follow the instructions at the bottom. No exceptions. If you cannot follow instructions in a job post, you cannot follow our SOPs as an employee.

Why This Role Is Different
Most VA roles are clock-in, clock-out, answer-the-tickets work. This one is not.
You will be operating as an extension of our brand brain. We will provide you with your own seat on our Claude AI Team workspace — pre-loaded with brand-specific Projects, voice guidelines, policies, and templates we have built. You will use Claude at an advanced level to draft responses faster than humanly possible and operate at a level most VAs can't touch. We don't expect you to type every email from scratch — that's a waste of your talent. We expect you to MASTER Claude, contribute to our Projects, and use it as a force multiplier on every single customer interaction.
You do not need your own Claude subscription — we provide it. But you must already know how to use Claude at an advanced level before applying. We are not training someone on Claude from zero.
If you are AI-fluent and ambitious, this is one of the most interesting VA roles you will ever find. If you think AI is just "ChatGPT for grammar," this is not your role.

About Us
We are Wag Wize — a fast-scaling dog mobility brand helping dogs with disabilities, injuries, and aging conditions live better lives. We are in year 2, growing fast, and have built a strong operational foundation. We are NOT a startup trying to figure things out. We know what we're doing, we know what good work looks like, and we hold our team to a high standard.
Our customers are emotional dog owners going through hard times. Many are scared, grieving, or frustrated about their dog's condition — and sometimes they take that pain out on us. Your job is to stay warm, calm, and understanding with every single one of them — even the rude ones — while still holding firm to our policies. We are a profitable business that must remain profitable to keep helping dogs, and our policies exist for a reason.
This is hard work. It is also deeply meaningful. You will help dogs and their families every single day.

What You'll Actually Do
Customer Support (50% of role):

Manage all incoming support tickets in Gorgias (email, live chat, contact form)
Use Claude to draft responses that are warm, on-brand, and policy-compliant — never generic, never copy-pasted templates that feel robotic
Hold firm to our policies while being empathetic. We do not give every customer everything they want. We follow policy. When a customer refuses to accept our policy, we politely end the conversation and stop wasting time.
Handle and prevent chargebacks — respond to disputes with documentation, and prevent disputes by resolving issues before they escalate
Escalate the right things to us — and handle the rest without needing to ask

Social Media Moderation (40% of role):

Monitor Facebook and Instagram comments and ---------- all day
Hide or delete negative/harmful comments quickly — but ALWAYS reach out to the commenter privately to attempt resolution
Reply to positive comments to build community
Respond to DMs within minutes during US daytime
This is HIGH-VISIBILITY work. A negative comment sitting publicly for 2 hours costs us conversions.

Brand Growth Initiatives (10% of role — and this is where you earn raises):

Proactively reach out to happy customers and ask them to share their dog's story and video content with us. This is HIGH ROI for the brand. We use this content on our website and social media for social proof and trust.
Identify patterns in customer issues and report them to us so we can fix root causes
Help maintain and improve our Claude Projects with brand knowledge so our entire support system gets smarter over time
Bring ideas. Be creative. Add value to the brand beyond just answering tickets.


REQUIRED Experience (Non-Negotiable)
If you do not have ALL of the following, please do not apply:

Claude (Anthropic AI) — Advanced level — You use Claude regularly, you understand prompting, you know how to use Projects, you know how to feed context, and you know how to guide Claude to produce on-brand output. "I've tried ChatGPT" does NOT qualify. We provide the account, but you must already be fluent. We will test this in the interview.
Gorgias — You have used Gorgias as a support agent before. Not "I've heard of it." Actual hands-on experience.
Shopify — You have worked in a Shopify admin panel before, can issue refunds, look up orders, check fulfillment status, etc.
Brand social media management — You have managed Facebook and Instagram for a real business before. Personal account experience does not count. We need someone who knows how to hide comments, moderate DMs, and represent a brand voice.
Chargeback handling — You have submitted chargeback disputes through Shopify, Stripe, or PayPal before. You know what documentation to attach.
DTC ecommerce experience — You have worked for an ecommerce brand before, not just a generic call center.
Excellent written English — Customers should never be able to tell you are not a native speaker. Your grammar, tone, and warmth must be flawless.

Pet/dog industry experience is a strong plus but not required.

Who We Are NOT Looking For

Anyone who needs to be told what to do every day
Anyone who cuts corners or sends generic copy-paste replies
Anyone who lets rude customers fluster them or push them around
Anyone who lets rude customers get their way just to end the conversation
Anyone who treats this like a 9-5 they clock in and out of
Anyone who is applying to 20 other jobs and will leave in 3 months
Anyone who can't take direct, honest feedback
Anyone who thinks AI is a fad or "cheating"

We had a previous VA who did the bare minimum and hid behind appearing busy. We caught it and we will catch it again. We monitor everything. We hold everyone accountable, including ourselves. If you are not someone who genuinely wants to work hard and grow a brand, you will not last here and we will both waste each other's time.

Who We ARE Looking For

Someone who treats customer communication as a passion, not a task
Someone who is warm and patient even with the rudest customers
Someone who is firm and confident in our policies — never apologetic for following them
Someone who notices things and brings them up without being asked
Someone who is genuinely excited about helping dogs live better lives
Someone who wants ONE long-term role they grow into, not a stepping stone
Someone hungry, ambitious, and self-driven — the same energy you bring to applying, you bring every day for years
Someone who is genuinely excited about AI and using it to operate at a higher level than other VAs


What We Provide

Your own seat on our Claude AI Team workspace, pre-loaded with brand-specific Projects
Gorgias access with full training on our setup
Shopify access (limited to your role)
Direct mentorship from our team during the trial period and beyond
Clear, fair feedback — always
A real career path with raises tied to performance and scale


Trial Period
The first 2 weeks are a paid trial at the full $120/week rate ($240 total for 2 weeks). During the trial, you will work directly with our current team to learn our systems, voice, and standards. If the trial goes well, you continue full-time. If it does not, we part ways respectfully.

How To Apply (READ CAREFULLY)
To be considered, your application MUST include ALL of the following, in this exact order:

Start your application with the word "MOBILITY" as the first word of your message. Applications that do not start with this word will be deleted without reading.
Answer these 6 questions in your application, numbered:

Which Shopify-based brand(s) have you supported, and for how long?
What Gorgias features have you used (macros, rules, tags, integrations, etc.)?
Describe one time you handled a chargeback dispute. What was the outcome?
Describe one time you had to firmly tell a customer "no" while keeping them calm. What did you say?
How do you currently use Claude in your work? Describe a specific workflow where Claude saves you significant time. Be specific — generic answers will be rejected.
What's the difference between using Claude Projects vs. a regular Claude chat, and when would you use each?


Share a writing sample. Either paste below OR send a link to:

A real reply you wrote to an upset customer (you can change names/details for privacy)
OR write a fresh sample: imagine a customer just emailed us saying their dog's wheelchair arrived and the wheels won't roll properly, they're furious because their dog is suffering, and they're demanding a full refund + return shipping. Write the reply.


Send links to 1-2 brand social accounts you have managed (Facebook or Instagram). If you cannot share due to NDA, explain what you did and provide a reference contact.
Tell us: What hours (in US Mountain / Arizona Time) can you commit to being most active during? And what's your plan for coverage outside those hours?
End your application with this sentence exactly: "I read the entire post and I am ready to grow with Wag Wize long-term."


What Happens Next

We read every application that follows the instructions above. We delete the rest.
Top applicants receive a short unpaid skills task (15-20 min) to evaluate real work
Top performers from the task move to a video interview
One person is selected for the 2-week paid trial
Trial graduates become full-time tea ---------- mbers

We move fast. If you are a fit, expect a reply within 3-5 days.

We are excited to find the right person. The right person will know it the ---------- nt they read this post.
— The Wag Wize Team