Customer Service + Supplier Operations, E-commerce

## Customer Service + Supplier Operations, E-commerce (Part-Time, Remote)

We run fast-growing online fashion and jewellery stores selling into the US and Australia. We are an AI-forward operation: our systems are modern, documented and fast, and we expect you to work the same way. The job is judgement calls, upset customers, refunds done right, chargebacks fought with evidence, and suppliers chased until every problem order is closed.

We recently let someone go for being slow, unresponsive, lazy with the workload, and loose with our SOPs. We are not writing around it: this role is for someone fast, present during their shift, who follows the process exactly, and who fixes things without being asked. If that is not you, this ad will save us both time.

For the right person, this is the opposite of a gig. It is a long-term seat with steady work for time to come as the store portfolio grows, and you will be working with, and trained on, the latest AI tools available to a VA anywhere. Capable people get rewarded and invested in here. We just do not hold hands.

### What you will own

This is the whole job. There is no training wheels version. We give you documented systems, a full manual and macro book, and modern AI tooling. From there you run it.

- **The inbox.** Run it end to end. Personally handle anything sensitive: refunds, disputes, angry customers. Every reply that goes out is yours, and we spot-check them.
- **Refunds.** Follow our refund and remedy ladder exactly. Partial offers up to a hard ceiling; full refunds are owner-approved, always. Zero improvising. You hold the refund lever and we audit it.
- **Chargebacks and payment disputes.** Compile evidence (order records, tracking, correspondence, policy) and submit responses within 48 hours of a dispute landing. You will have done this before; tell us where.
- **Supplier operations.** Log and chase holds, address changes, cancellations, reships, lost parcels and wrong-item claims through our supplier queue, daily, until closed. Nothing sits in silence.
- **The books.** Every refund, dispute, store credit and paid replacement logged in our trackers, same day, accurately. If it is not in the sheet, it did not happen.
- **Reporting.** A short end-of-day report every shift. A Friday voice-of-customer digest: top complaint themes and what customers keep asking for.
- **Order risk.** Same-day warm confirmation emails on flagged high-value orders, escalated immediately if anything smells wrong.

### What you will be measured on

- First reply to every customer within 2 hours during your shift; overnight tickets answered in the first hour of your next shift.
- 95% of tickets fully resolved within two replies.
- Refund ladder followed exactly; zero unauthorized refunds.
- Every chargeback answered with evidence within 48 hours.
- No problem order waits more than 24 hours for a supplier follow-up.
- Trackers and end-of-day report complete every shift, no chasing.
- 99%+ of scheduled shifts covered. If life happens, we hear from you at least 2 hours before shift with a written handover.

### You are probably a fit if

You have 4+ years in e-commerce customer service and Shopify is second nature to you, not a bonus point. You have personally answered chargebacks and coordinated with suppliers on dropshipping order problems. You use AI tools every day and pick up new ones fast. Your English, written and spoken, is excellent: clear, warm and mistake-free, good enough that customers assume they are talking to a native speaker. You follow SOPs exactly, and when one seems wrong you flag it instead of freelancing around it. You communicate proactively: we hear about problems from you before we notice them ourselves. Your last clients would call you the most reliable person they have worked with, and you notice broken things and fix them before anyone asks.

### You are not a fit if

We measure output, not hours online, and our tooling raises what one hour must produce here. Not a fit: you need daily supervision, you do the minimum and call it done, you go quiet when messaged, you treat SOPs as suggestions, you improvise on refunds, you have never touched a chargeback, you have never run a Shopify store's inbox, or your recent clients would hesitate when asked about your attendance or your speed.

### How we hire, so you know upfront

A short application, a 20-minute call, one longer interview walking through your work history, and we speak with your recent bosses or clients, so answer everything as if they are in the room. Finalists do a paid trial week on real tickets, scored against the numbers above. We d ---------- fast in both directions: hit the numbers and you have a long-term seat; miss them and the trial is where it ends.

### Pay, hours and terms

US$4/hour, paid on time, every time. Part-time: regular daily shifts with real ticket volume from day one, and hours that grow as sales scale; at full volume we run two reps on alternating shifts. Rate reviewed against your numbers at 90 days. Long-term role with growth as the store portfolio expands.

### To apply

Write your application yourself. We use AI every day and recognise AI-drafted applications and cover letters instantly; they do not impress us, and they go straight to the bin. We are looking for genuinely capable individuals, and the reward for being one is a long-term role and real skills with the newest tools in this trade.


Email ---------- with a subject line containing the word **PERIDOT**, and include:

1. A voice note or Loom, 60 to 90 seconds, unscripted: the angriest customer you ever handled. What happened, what you did, how it ended.
2. One number: how many scheduled work days you missed in the last six months.
3. One sentence: which AI tools you use daily, and for what.
4. One line: how many chargebacks you have personally answered, and on which platform (Shopify Payments, PayPal, Stripe, other).
5. Your CV or profile link.

Applications missing any item are not read.