Customer Support + Supply Chain VA — Long-Term, AI-First DTC Brand

# Customer Experience & Operations VA (German Shopify Brand)

?? IMPORTANT: PREVIOUS EXPERIENCE WITH GERMAN E-COMMERCE BRANDS IS REQUIRED

Please only apply if you have previously worked for German-speaking Shopify brands (Germany, Austria or Switzerland).

Applications without DACH e-commerce experience will not be considered.

---

## About Us

We are a fast-growing German direct-to-consumer Shopify brand serving customers across Germany, Austria and Switzerland.

Our mission is simple:

Deliver an exceptional customer experience while maintaining one of the lowest refund, dispute and chargeback rates in our industry.

We are not looking for a ticket processor.

We are looking for someone who understands that every customer interaction directly impacts customer satisfaction, refunds, PayPal disputes, chargebacks, payment processor health and long-term brand growth.

You will become a key part of our operations team and work directly with the founder.

---

## Your Main Responsibilities

### 1. Customer Experience Management

- Handle customer emails professionally and empathetically
- Review every customer situation individually
- Resolve issues before they escalate into complaints, disputes or chargebacks
- Answer delivery, tracking, order and product-related inquiries
- Follow up proactively with customers when necessary
- Ensure customers always feel informed and taken seriously

### 2. Order Tracking & Shipping Resolution

- Check orders inside Shopify
- Investigate shipping delays
- Review tracking information
- Coordinate with suppliers regarding lost, delayed or damaged parcels
- Arrange reshipments according to our SOPs
- Keep customers updated throughout the process

### 3. Refund, Dispute & Chargeback Prevention

This is one of the most important parts of the role.

You will:

- Identify customers at risk of requesting refunds
- Identify customers likely to open PayPal disputes
- Identify customers likely to initiate chargebacks
- Follow our recovery and escalation procedures
- Maintain customer trust throughout difficult situations
- Help us continuously reduce refunds, disputes and chargebacks

We care about solving problems before they become expensive.

### 4. Supplier Communication

- Communicate with our supplier agents
- Follow up on delayed shipments
- Escalate delivery issues
- Monitor shipping performance
- Report recurring issues to management
- Maintain operational tracking sheets

### 5. Continuous Improvement

We do not want someone who simply answers tickets.

We want someone who actively identifies:

- recurring customer complaints
- recurring delivery issues
- recurring product issues
- refund drivers
- dispute drivers
- opportunities to improve customer satisfaction

Your feedback will directly influence company decisions.

---

## Requirements

### Mandatory

- Previous experience working for German-speaking Shopify brands (DACH market)
- Previous Shopify customer support experience
- Experience with helpdesk systems such as Zoho, Gorgias, Zendesk, Freshdesk, Tidio or similar
- Strong written English
- Ability to understand and proofread German AI-generated responses
- Excellent attention to detail
- Strong problem-solving skills
- Reliable internet connection
- Comfortable using AI tools daily

### Strong Advantage

- Experience reducing refund rates
- Experience handling PayPal disputes
- Experience handling chargebacks
- Experience communicating with Chinese suppliers
- Experience with Shopify order management
- Experience with DACH customer service operations

---

## How We Work

We operate as an AI-first company.

You will receive:

- SOPs
- Customer service playbooks
- Shipping procedures
- Refund prevention frameworks
- Dispute prevention frameworks
- Escalation procedures
- AI-generated response drafts

Your job is NOT to blindly copy and paste AI responses.

Your job is to:

- Verify information
- Check orders
- Review customer history
- Understand the situation
- Personalize communication
- Make smart decisions

---

## This Role Is NOT For You If

- You need constant supervision
- You dislike ownership and responsibility
- You copy-paste responses without reviewing them
- You ignore details
- You only want to clear tickets as quickly as possible

---

## Success In This Role Looks Like

- Happy customers
- Fast ticket resolution
- Low refund rates
- Low dispute rates
- Low chargeback rates
- Accurate order management
- Strong supplier coordination
- Proactive communication

---

## Compensation

Starting Rate:
$3-$5 USD per hour (depending on experience)

Performance bonuses available based on:

- Ticket quality
- Customer satisfaction
- Refund reduction
- Dispute reduction
- Operational performance

Long-term position with growth opportunities for top performers.

---

## How To Apply

Start your application with the word:

GERMANY

Applications without this keyword will be automatically rejected.

Please answer ALL of the following questions:

1. Which German Shopify brands have you worked for?

2. How long did you work with each brand?

3. What were your exact daily responsibilities?

4. Which helpdesk systems have you used?

5. How many tickets did you typically handle per day?

6. What were the most common customer issues?

7. Describe a situation where you successfully prevented a refund, PayPal dispute or chargeback.

8. Have you communicated directly with suppliers? If yes, explain your responsibilities.

9. Which AI tools do you use regularly?

10. Why do customers usually open disputes and chargebacks?

11. Can you provide references from previous German e-commerce employers?

Applications that do not answer all questions will not be considered.

We look forward to meeting you.