Operations & Customer Experience Assistant

Etsy Operations & Customer Experience Assistant

Remote, Philippines | Full Time Contract | 39 paid hours per week | Monday to Saturday | $725 USD per month

Working hours:
Monday to Friday, 9:00am to 5:00pm UK time
1 hour unpaid lunch break Monday to Friday
Saturday, 9:00am to 1:00pm UK time
Sunday off

Contract fee: $725 USD per month
Payment: Monthly by bank transfer on the 1st of each month, or the first working day if the 1st falls on a weekend or bank holiday
Additional annual payment: One additional month’s contract fee paid in December
Engagement: Full time exclusive contract with DHW Group

About DHW Group

DHW Group is a UK based furniture and ecommerce business.

Our consumer brand, Dave’s Hardwood, specialises in handmade rustic furniture and currently sells primarily through Etsy.

The business has grown quickly and we are now strengthening the operational structure around customer service, order management and ecommerce.

We are looking for an experienced Etsy Operations & Customer Experience Assistant to take ownership of the day to day customer and administrative operation behind Dave’s Hardwood.

This is intended to be a long term role with the opportunity to grow as DHW Group expands.

The Problem We Need You to Solve

The volume of Etsy messages, order queries, shipping checks and customer follow ups has grown significantly.

The challenge is not simply answering messages.

We need someone to make sure:

Every customer message is seen
Every customer receives an accurate response
Every order issue is followed up
Shipping problems are identified early
Promises made to customers are not forgotten
Outstanding issues do not disappear inside Etsy, Outlook or Trello
Customers receive consistent information
Problems are followed through until they are resolved
David and Shani are only interrupted when a genuine decision or urgent intervention is required

Too much senior management time is currently spent checking Etsy, following up orders and making sure nothing has been missed.

We are hiring you to take ownership of that workload.

Every customer issue should have:

An owner
A current status
A clear next action
A deadline where required
A confirmed resolution
What We Are Looking For

This is not an entry level VA position.

Previous professional experience supporting consumers in an ecommerce or online retail environment is required.

Previous Etsy customer service experience is highly desirable.

Training will be provided on DHW Group, Dave’s Hardwood, our products and our internal processes. We are not looking to teach basic customer service from scratch.

We need someone who is:

Highly organised
Independent
Proactive
Calm under pressure
Excellent with customers
Confident working autonomously
Extremely attentive to detail
Comfortable managing several open issues at once
Able to investigate before escalating
Confident making routine decisions within agreed guidelines
Confident enough to speak up when something looks wrong
Comfortable respectfully questioning information or a process that appears incorrect
Not afraid to ask for help when it is genuinely required
Disciplined about following issues through until they are resolved

We do not want someone who waits for instructions.

We also do not want someone who simply forwards every problem to management.

You should naturally think:

What has happened? What have I checked? What can I resolve myself? What needs to happen next? Who owns the next action?

Important Application Instruction

To show us that you have read the full job description carefully, please begin your application with the words:

Perfectly Imperfect

Applications that do not begin with these words may not be considered.

Reporting & Management

You will report directly to:

David Sargant
Managing Director, DHW Group

and

Shani Sohun
Operations Director, DHW Group

You will have direct access to both Directors through Microsoft Teams, our internal WhatsApp group and telephone.

We expect open communication.

If something looks wrong, raise it.

If you can resolve something yourself using the information and authority available to you, do so.

Management should receive decisions to make, not problems to investigate.

Daily Director Check-In

You will have a short daily video check-in with a Director of DHW Group.

This will normally cover:

Urgent customer or operational issues
Anything requiring management input
Important Trello actions
Priorities for the day
Blockers or recurring problems
Risks that need attention

The call should be brief and focused.

You should arrive prepared with the information needed rather than using the call to investigate routine issues.

You must be comfortable communicating clearly in spoken English and appearing on video every working day.

Working Hours & Availability

Your normal schedule is:

Monday to Friday: 9:00am to 5:00pm UK time
Lunch: 1 hour unpaid each weekday
Saturday: 9:00am to 1:00pm UK time
Sunday: Off

This provides 39 paid hours per week.

Saturday is part of the normal working schedule.

Dave’s Hardwood operates an automatic Etsy out of office response between 5:00pm and 9:00am UK time.

At the start of each shift, you will review anything received while the out of office response was active.

You must be actively available throughout your agreed working hours.

Exclusive Full Time Contract

This is an exclusive full time engagement with DHW Group.

You must not undertake other employment, VA positions, freelance work, consulting work or other client contracts during your engagement with DHW Group without prior written approval.

During your agreed DHW Group working hours, your full professional attention must be dedicated to DHW Group.

What You Need to Have

As this is a remote role, you must have:

A professional home working environment
A quiet environment suitable for customer service, telephone and video calls
Reliable high speed internet
A suitable laptop or desktop computer
A working webcam and microphone
The ability to run multiple browser based systems at the same time
Backup internet where possible
A sensible contingency for local power or internet problems
Reliable availability throughout the agreed UK working hours
Fluent written English
Fluent spoken English
Confidence communicating directly with UK based management
Excellent attention to detail
Strong organisational skills
Good judgement
The ability to work independently without constant supervision
The confidence to make routine decisions
The confidence to speak up when necessary

You need to know the difference between:

“I can deal with this myself.”

and

“David or Shani need to know about this.”

Systems & Accounts Provided

DHW Group will provide the systems and business accounts required for the role, including:

A DHW Group business email address
Microsoft 365
Microsoft Outlook
Microsoft Teams
Etsy Shared Access
ShipStation access
Trello access
Access to the DHW Group Operations Knowledge Base
Access to approved AI tools
Access to the DHW Group WhatsApp team
Etsy Customer Messages

You will take day to day ownership of the Dave’s Hardwood Etsy customer inbox.

You will:

Monitor Etsy Messages throughout your shift
Review messages received outside working hours
Respond to routine customer enquiries
Read the full conversation before replying
Check the associated order where relevant
Make sure customers receive accurate and consistent information
Follow up unresolved conversations
Identify messages requiring escalation
Make sure no customer message is forgotten
Keep response times under control

Customer communication should be warm, natural and professional.

We do not want robotic, overly formal or obviously copied customer service responses.

Accuracy Comes First

Accuracy is more important than speed.

If you cannot verify something, do not tell the customer it is true.

Never guess a dispatch date, delivery date, refund decision, replacement decision or product detail.

Etsy Shared Access

You will receive your own authorised access to the Dave’s Hardwood Etsy shop through Etsy Shared Access.

Your permissions will primarily include:

Managing orders
Communicating with buyers

You will not have permission to publish or edit listings unless specifically authorised.

You must never request, use or share the shop owner’s primary Etsy login details.

Order & ShipStation Monitoring

You will monitor Etsy orders and proactively identify potential problems.

This includes:

Checking whether orders have been dispatched
Identifying orders approaching their dispatch deadline
Identifying overdue orders
Checking order status against ShipStation
Checking that tracking information is present
Identifying differences between Etsy and ShipStation
Identifying delayed shipments or tracking exceptions
Identifying shipments that appear to have stopped moving
Flagging orders requiring investigation
Following unresolved shipping issues through to completion

You will not create shipping labels.

ShipStation is the main shipping system you will monitor.

Always work from the information available in our systems.

Never guess where a parcel is or when it will arrive.

Shared Outlook Mailbox

You will monitor our shared Etsy support mailbox.

This receives important Etsy and operational notifications.

You will:

Review incoming notifications
Identify important Etsy emails
Identify order related notifications
Flag Etsy account warnings or unusual activity
Make sure anything requiring action is handled
Add unresolved actions to Trello

Outlook should not become another task management system.

If an email creates an action, either resolve it or put the action into Trello.

Trello

Trello is our primary internal system for managing outstanding work.

Anything that cannot be fully resolved immediately should be recorded in Trello.

You will:

Create cards for unresolved issues
Add the customer name and Etsy order number
Clearly explain the issue
Record the current status
Record the latest action taken
Record the next action
Assign the correct person
Add deadlines where required
Keep cards updated
Review overdue cards
Chase outstanding actions
Close cards only when an issue is genuinely resolved

Escalating something does not mean your responsibility ends.

You remain responsible for monitoring it until it is resolved.

How We Use Our Systems

Etsy
Customer communication and order information

ShipStation
Shipping and tracking information

Trello
Internal tasks, unresolved issues and follow ups

Outlook
Business, Etsy and operational notifications

DHW Group Knowledge Base
How we handle common situations

Teams, WhatsApp and telephone
Direct communication and urgent escalation

Your job is to connect these systems without creating another layer of unnecessary administration.

Knowledge Base & AI

You will have access to an AI supported DHW Group Operations Knowledge Base containing approved information on areas including:

Dave’s Hardwood products
Shelf sizes
Finishes
Brackets and fixings
Customer service procedures
Etsy procedures
ShipStation procedures
Shipping issues
Returns
Refunds
Replacements
Damaged products
Trello processes
Escalation rules
Approved customer response guidance

You should consult the knowledge base before escalating routine questions.

Approved AI tools may also be used to:

Draft customer replies
Summarise long conversations
Improve written communication
Identify the main issue
Structure responses
Check documented procedures
Prioritise work
Important AI Rule

AI must never be allowed to invent information on behalf of DHW Group.

If something cannot be confirmed through the knowledge base or our business systems, escalate it.

You remain responsible for checking the accuracy of anything sent to a customer.

Typical Customer Enquiries

You will deal with enquiries including:

Where is my order?
When will my order dispatch?
Delivery and tracking questions
Delivery delays
Product sizes
Shelf finishes and colours
Brackets and fixings
Damaged products
Missing items
Replacement enquiries
Custom order questions
Product care
Natural wood variation

Routine enquiries should increasingly be handled independently once training is complete.

Escalation

Before escalating an issue, you should normally check:

The Etsy order
The full customer conversation
Dispatch information
ShipStation
Existing Trello history
The internal knowledge base

Your escalation should explain:

What has happened
What you have checked
What action has already been taken
What decision is required
Your recommended next action where appropriate

For genuinely urgent situations, you should contact David or Shani directly.

Issues That Must Be Escalated

These include:

Refund requests requiring approval
Cancellation requests
Etsy cases
Chargebacks
Threats of negative reviews
Customers threatening to report the business
Aggressive or abusive customers
Etsy account warnings
Etsy policy issues
Etsy Trust & Safety contact
Damaged orders requiring replacement approval
Missing parcels
Compensation requests
Incorrect products being sent
Serious shipping failures
Anything that could affect Etsy account health
Anything where you genuinely do not know the correct action

If you are unsure, escalate.

Never guess.

Customer Promises

Any commitment made to a customer must be followed through.

For example:

“We will update you tomorrow”
“We are checking your order”
“A replacement will be sent”
“We will speak to the workshop”
“Your refund is awaiting approval”

If a customer is waiting for something from us, there should be a corresponding action in Trello.

Daily Routine
Start of Shift

You will:

Review new Etsy messages
Review the shared Outlook mailbox
Review open and overdue Trello cards
Check unresolved issues from the previous shift
Identify orders approaching dispatch deadlines
Check outstanding shipping issues
Prepare any points requiring management input
Attend the daily video check-in with a Director
Throughout the Day

You will:

Monitor Etsy Messages
Resolve routine enquiries
Update Trello
Check ShipStation where required
Follow up outstanding actions
Chase internal actions where necessary
Escalate genuinely urgent issues
Keep unresolved issues moving
End of Shift

Before finishing, you will:

Make sure no important customer message has been forgotten
Review open Trello cards
Make sure every open card has a clear next action
Review urgent issues
Highlight anything requiring management input
Ensure anything awaiting further action remains visible and owned
Training

Training will be provided on:

DHW Group
Dave’s Hardwood
Our products
Our Etsy operation
Customer service standards
Trello
ShipStation
Outlook
Escalation processes
Internal procedures
The knowledge base
Common customer situations

The purpose of training is to teach you how DHW Group operates, not basic customer service.

Experience Required

Previous professional experience supporting consumers in ecommerce or online retail is required.

We need to see this clearly reflected in your application.

Previous Etsy customer service experience is highly desirable.

Experience with any of the following is useful:

Etsy
ShipStation
Trello
Microsoft 365
Outlook
Microsoft Teams
Shopify
ChatGPT or similar AI tools

We care more about what you have actually done than simply which systems appear on your CV.

Protecting the Customer & the Business

Good customer service is important, but so is good judgement.

You should understand that your role helps protect:

The customer experience
The reputation of Dave’s Hardwood
The health of our Etsy account
The time of the management team
The wider DHW Group business

The correct answer is not always simply the fastest answer.

Career Progression

This role initially focuses on the Dave’s Hardwood Etsy operation.

We are also preparing to grow our direct to consumer business through our own website.

As the business grows, there will be an opportunity for this role to expand into wider Customer Support and Ecommerce Operations.

This may include:

Supporting customers purchasing through our website
Managing website customer enquiries
Supporting Shopify orders
Providing support across multiple sales channels
Helping develop customer service procedures
Supporting additional DHW Group ecommerce activity
Taking greater responsibility for the wider customer experience function

We are looking for someone who wants to grow with DHW Group.

What Success Looks Like

Success means David and Shani no longer need to constantly check Etsy to make sure everything is being handled.

You will be measured on:

Etsy messages being consistently monitored
No unexplained unanswered customer messages
Accurate customer responses
Dispatch risks identified early
Shipping problems identified through ShipStation
Outstanding issues correctly managed in Trello
Quality of escalation
Issues followed through until resolution
Customer commitments followed up
Minimal unnecessary management interruptions
Correct use of the knowledge base
Strong attention to detail
Independent problem solving
No unauthorised refunds, cancellations or compensation

Our goal is simple:

Every customer message should be seen, every problem should have an owner and nothing important should be forgotten.

How to Apply

We expect to receive a high number of applications.

To progress to interview, your application must clearly demonstrate relevant experience in consumer customer service, ecommerce or Etsy operations.

We are particularly interested in candidates who have:

Managed customer enquiries for a consumer ecommerce business
Worked directly with consumers
Managed an Etsy store or Etsy customer inbox
Handled delivery and tracking enquiries
Dealt with complaints, damaged products, refunds or replacements
Managed a busy customer support inbox
Taken ownership of customer issues through to resolution

Generic applications that do not demonstrate relevant experience are unlikely to progress.

Please include:

A short introduction about yourself
Your previous consumer customer service experience
Your previous ecommerce experience
Details of any previous Etsy experience
Examples of the types of customer enquiries or problems you have personally handled
Your experience with Trello
Your experience with ShipStation or similar shipping systems
Other ecommerce or customer support systems you have used
Your current internet speed
Your computer specifications
Details of your professional home working environment
Confirmation that you can work the stated UK hours including Saturday
Confirmation that you are able to work exclusively for DHW Group
Your earliest available start date
Video Introduction

Where possible, please include a short 1 to 3 minute video introduction.

It does not need to be professionally produced.

Please briefly tell us:

Who you are
Your most relevant consumer customer service or ecommerce experience
Any Etsy experience you have
Why you think you would be a good fit for the role

This position involves regular communication with UK based management and a daily video check-in with a Director.

Applicants who include a video introduction will be prioritised when we shortlist for interview.

Application Questions

Please answer the following:

1. A customer says their order should have arrived yesterday but ShipStation still shows the parcel in transit. What would you do before replying?

2. You have assigned a Trello card to the Operations Director but have not received a response and the customer is waiting. What would you do?

3. An AI tool gives you an answer to a customer question but you cannot confirm the information in the company knowledge base. What would you do?

4. A customer sends an angry Etsy message threatening to leave a negative review because their order is late. Explain how you would handle the situation.

5. At 4:45pm on Friday you notice an unresolved Trello card relating to an order that should have dispatched that day. What would you do?

6. Tell us about a time you spotted a customer or operational problem before your manager raised it. What did you do?

7. Tell us about a time you disagreed with a manager or noticed that an existing process was wrong. How did you handle it?

8. Customer response test:
A customer sends the following Etsy message:

“This was supposed to arrive yesterday and I’ve heard nothing. This is really disappointing.”

Write the actual response you would send to the customer. Do not assume any information that has not been provided.

Recruitment Process

Applications will initially be reviewed for:

Relevant consumer customer service experience
Ecommerce and Etsy experience
Written English
Attention to detail
Independent problem solving
Quality of the application
Quality of the application question responses
Video introduction where provided

We are looking for evidence of what you have actually done, not simply a list of software you have used.

Candidates who progress will be invited to a first stage video interview with a Director of DHW Group.

The interview will focus on:

Your consumer customer service experience
Your Etsy and ecommerce experience
How you deal with difficult customers
How you investigate problems
How you organise and prioritise work
How independently you are comfortable working
How you d ---------- when to act yourself and when to escalate
Your communication style
Your understanding of the role

Practical scenario based questions may also be included.

Best,

David
Managing Director
DHW Group