Customer Support Virtual Assistant

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TYPE OF WORK

Part Time

SALARY

Based on experience

HOURS PER WEEK

20

DATE UPDATED

Aug 7, 2026

JOB OVERVIEW

LVLUP Health Customer Support Virtual Assistants
Two Remote Contract Positions | 15–30 Hours Per Week | Applicants Worldwide Welcome

Company Description
LVLUP Health is a wellness brand focused on delivering effective, science-backed supplements in the health and biohacking space. Founded in 2020 by nutritionist and naturopath Kyal Van Der Leest, the company challenges industry norms by creating practitioner-grade formulations that prioritise real results.
LVLUP Health combines cutting-edge peptide science, advanced nutritional actives and carefully selected herbal extracts to support the body’s ability to heal, recover and thrive. Our products are practitioner-formulated, batch-tested for purity and trusted by clinics, dispensaries, health food stores and health professionals around the world.
Our mission is simple: to empower individuals and practitioners with tools that elevate performance, resilience and wellbeing.
About the Roles
We are seeking two highly organised and customer-focused Customer Support Virtual Assistants to join our growing remote team.

These roles involve more than simply responding to support tickets. You will help deliver an exceptional customer experience while assisting with ecommerce operations, subscriptions, order management, fulfilment issues and payment disputes across multiple systems and websites.

You will work closely with our Customer Experience Manager and wider operations team to solve customer issues, improve support processes and maintain high service standards across our international ecommerce business.
Each position offers approximately 15–30 hours per week, with the possibility of additional hours as the company and the role continue to grow.

Key Responsibilities
Customer Support
Manage customer enquiries through email and Zendesk.
Provide timely, empathetic and solutions-focused customer support.
Assist with order issues, subscription enquiries, returns, refunds and exchanges.
Escalate complex customer concerns to the Customer Experience Manager.
Follow up on unresolved enquiries and ensure customers receive a clear outcome.
Maintain high customer satisfaction and response-time standards.
Accurately document customer interactions and actions taken.

Ecommerce Support
Navigate and work across multiple ecommerce websites and platforms.
Troubleshoot customer accounts, subscriptions and ordering issues.
Process approved refunds, replacements and account updates.
Monitor product pages and report website or checkout issues.
Assist with maintaining FAQs, Help Centre articles and customer response templates.
Identify recurring customer problems and report them to management.

Fulfilment and Shipping Support
Liaise with ShipBob, shipping carriers and other fulfilment providers.
Investigate lost, delayed, damaged or incorrectly fulfilled orders.
Submit support requests and follow up with logistics providers until issues are resolved.
Keep customers informed throughout shipping investigations.
Escalate recurring or complex fulfilment issues to management.
Maintain accurate records of shipping issues and resolutions.

Payment Disputes and Chargeback Support
Assist with investigating PayPal disputes and payment chargebacks.
Gather order records, tracking information and customer correspondence.
Prepare supporting evidence for review by the Customer Experience Manager.
Maintain accurate records and monitor dispute outcomes.
Escalate suspected fraud or recurring dispute patterns to management.

Systems and Process Improvement
Follow established Standard Operating Procedures and company policies.
Assist with updating customer support templates and internal documentation.
Track relevant customer support and operational information.
Support AI-assisted customer service and process-automation initiatives.
Identify recurring issues and suggest practical improvements.
Collaborate with customer support, operations and marketing tea ---------- mbers as required.

Platforms and Systems
Experience with some or all of the following is highly desirable:
Zendesk
WooCommerce
Shopify
ShipBob
PayPal
Subscription management platforms
Notion
Slack
Google Workspace
AI tools such as ChatGPT
Experience with every platform is not required, but you must be comfortable learning new systems quickly.

About You
You are:
A confident communicator with excellent written English.
Customer-focused, patient and solutions-oriented.
Highly organised with exceptional attention to detail.
Comfortable working across multiple systems and browser tabs.
Able to prioritise competing tasks in a fast-paced remote environment.
Proactive, dependable and willing to take ownership of your work.
Comfortable asking questions and escalating issues when necessary.
Able to follow procedures while also using sound judgement.
Naturally curious and enjoy solving problems.
Reliable in meeting agreed working hours and response expectations.

Qualifications and Experience
Required
At least one year of experience in customer support, ecommerce operations, virtual assistance or a related role.
Experience supporting an ecommerce or direct-to-consumer business.
Experience using customer support platforms, CRM systems or ecommerce tools.
An understanding of order management, subscriptions, refunds and fulfilment processes.
Excellent organisational and time-management skills.
Strong written English and professional customer communication skills.
The ability to work independently and reliably in a remote environment.
A reliable computer and internet connection.
Availability to work consistently during agreed hours.

Highly Desirable
Experience using Zendesk.
Experience with WooCommerce or Shopify.
Experience working with a third-party logistics provider such as ShipBob.
Experience handling subscriptions, refunds or shipping investigations.
Experience assisting with PayPal disputes or chargebacks.
Previous experience in the health, wellness or supplement industry.

Why Join LVLUP Health?
Flexible remote contract role.
Opportunity to grow with a rapidly expanding international brand.
Supportive and innovative remote team.
Meaningful work helping improve people’s health and wellbeing.
Exposure to cutting-edge health products and technologies.
Opportunities to learn new ecommerce platforms and systems.
The ability to contribute ideas and process improvements that make a genuine impact.
Potential for increased responsibilities and hours as the company grows.

To Apply
Please email ---------- with:
Your current résumé.
A short introduction about yourself.
Details of ecommerce brands or businesses you have previously supported.
The platforms and systems you have experience using.
Your current location and time zone.
Your weekly availability and preferred working hours.
Your preferred number of hours per week.
Your hourly rate expectations.
Your earliest possible start date.

Please include “Customer Support Virtual Assistant” in the subject line of your email.
Experience with every platform is not required. If you are organised, tech-savvy, customer-focused and eager to learn, we would love to hear from you.

SKILL REQUIREMENT
Email Support Ecommerce Customer Relationship Management
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