E-Commerce Customer Success Email Assistant

Hi there.
If you're someone who genuinely cares about people, knows how to write like a real person (not a robot), and loves solving problems with a little creativity — keep reading.

We’re looking for someone who can match that same energy in every message we send.

-- What You’ll Be Doing
Responding to customer emails with warmth, clarity, and care
Managing order questions and tracking updates
Solving problems creatively while maintaining a friendly, professional tone
Protecting and expressing our brand voice (we’ll train you — but you need to get it)

-- What We’re Looking For
Excellent written English — friendly, clear, and personal
Experience in customer support or VA work for at least 6 months
Strong confidence and experience with Shopify, Richpanel/Reamaze, Excel
Strong attention to detail
Natural empathy and emotional intelligence
Someone who can work independently and stay organized
A real human — no bots, no AI-generated applications

-- The Trial Task (Required to Apply)
This is how we see if you’re the right fit. It’s not long, but it does require thought.

Step 1:
Go to this folder: VA CS Rep

Read through everything. Understand the brand.

Step 2:
Draft your replies using our tone, be creative and free

Step 3:
Submit your application with a Loom video (IMPORTANT)
1. Walk us through how do you approach the inquiry of the customer
2. What info would you check first?
3. How would you make the customer feel seen?
4. A short intro about your relevant experience
5. Confirmation that you’ve read all the materials
6. Your completed trial task (including your step-by-step thinking)

? What Makes Someone Stand Out
You can write like a human — not stiff, not scripted
You stay calm and thoughtful, even when the customer isn’t
You understand the difference between polite and personal
You’re detail-obsessed in the best way
You follow directions to a T

?? Important
This must be a human-written application. We’ll know if it’s AI — and we’ll skip it.
Include the phrase “I AM IN” at the top of your message so we know you read this.
Please complete the trial within 12 hours of seeing this.

Final Note
This role isn’t about answering emails. It’s about creating an experience for every customer who reaches out. If you’re the kind of person who puts heart into what you write — we can’t wait to hear from you.