Hiring Customer Email Support for DTC Brand

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TYPE OF WORK

Full Time

SALARY

$3-5 per hour

HOURS PER WEEK

20

DATE UPDATED

Oct 9, 2026

JOB OVERVIEW

We're a fast-growing DTC Shopify brand, and our busy season is starting. I'm looking for an experienced customer support VA to run our email inbox quickly and accurately.

You'll work through a high volume of customer emails every day without letting quality slip. This is a long-term role. As the brand grows, I want this person to eventually own the whole customer service side.

Why this role:
- You work directly with the founder. There are no managers.
- You'll have real ownership. When you show good judgment you'll get more responsibility and more hours.

What you'll do
- Work the Commslayer inbox, replying to customer emails about orders, shipping, tracking and products. Check tracking in Shopify for "Where is my order?" requests.
- Resolve order problems. For lost or delayed parcels, arrange resends with our supplier. For damaged or wrong items, review the customer's photos and d ---------- on the fix. Handle cancellations, refunds and replacements according to our policies.
- Get evidence from the supplier when needed, such as proof of delivery, tracking updates, or production and packing photos.
- Handle frustrated customers professionally, without sounding defensive or scripted. Follow up on every open issue until it's resolved.
- Escalate unusual cases to me with your recommendation, and flag recurring problems like repeat damage or a carrier that keeps failing.
- Clear the inbox daily and send me a short status update.

How we work:
- Our support rules live as guidance inside Commslayer, along with our store information, policies and common scenarios. You'll read it, apply it, and use good judgment where it doesn't cover a case.
- AI use is highly encouraged to work faster. Every reply still has to read like a real person wrote it: natural, warm and friendly. Edit any draft that sounds like a bot before you send it.
- Our tone is warm, friendly and small-business. Customers should feel like a real person cares about their order, because one does.

What we're looking for:
- Proven ecommerce or DTC customer support experience, ideally with US customers
- Strong Shopify experience, including order lookups and tracking
- Experience with Commslayer
- Experience coordinating with suppliers or fulfilment partners
- Fast, accurate email handling. In busy season, response time and daily throughput matter a lot, but never at the cost of a wrong answer.
- Excellent written English and attention to detail
- Reliable and proactive. I shouldn't have to chase you.
- Reliable internet and a quiet workspace

Don't apply if…
- You have no previous ecommerce customer support experience
- You need a script for every reply
- You copy-paste templates without reading what the customer actually said
- You let tickets sit because you weren't sure what to do
- You get defensive about feedback

To apply
Fill out the form here: ----------

Applications that skip the form will NOT be considered.

Thank you.

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