E-commerce VA

Location: Work from Home
Type of Employment: Full-time or Part-time (depending on client requirements)
Work Shift: US Business Hours

About Us
At OurAssistants, we connect property management, real estate, and growing businesses with highly skilled virtual professionals who bring efficiency, accuracy, and professionalism to every task. We’re committed to creating a supportive and growth-oriented remote work environment where every tea ---------- mber can thrive. Learn more at ---------- .

About the Role
We are seeking a proactive and customer-focused Customer Support & Retention Specialist to support customer inquiries, manage subscriptions, and strengthen customer relationships through thoughtful communication and proactive outreach.

This role goes beyond standard customer support. The ideal candidate understands how to build trust, resolve issues effectively, and create positive experiences that improve retention and customer satisfaction.

Key Responsibilities
Customer Support & Inbox Management
Manage and maintain customer support inboxes, ensuring all inquiries are addressed within established response times.
Respond professionally and efficiently to customer questions and concerns.
Deliver a positive customer experience through personalized communication.

Customer Retention & Winback
Review customer feedback and identify opportunities to improve customer satisfaction and retention.
Reach out proactively to customers with unresolved concerns and work toward positive outcomes.
Manage cancellation requests with a retention-focused approach, utilizing approved offers and solutions when appropriate.

Social Media Engagement
Monitor and respond to customer comments and direct messages across social media platforms.
Maintain a warm, professional, and brand-aligned communication style.

Order & Subscription Support
Assist customers with subscription-related inquiries and account updates through Recharge or similar platforms.
Investigate and resolve shipping, delayed delivery, or order-related issues using ShipBob or similar systems.

Reporting & Administrative Support
Track ticket volume, response times, issue types, retention efforts, and customer outcomes.
Prepare weekly reports and identify recurring customer concerns or process improvements.

Qualifications & Requirements
Experience in e-commerce customer support, customer success, or retention-focused roles.
Hands-on experience with Shopify backend navigation (required).
Experience with Recharge or subscription management platforms is strongly preferred.
Experience with ShipBob or similar fulfillment/logistics systems is preferred.
Previous BPO experience supporting e-commerce or retail campaigns is highly preferred.
Strong written communication skills with the ability to create natural and conversational customer interactions.
Excellent problem-solving and customer service abilities.
Ability to work independently and proactively identify opportunities for improvement.


Ideal Candidate Profile
Strong relationship-building mindset with a customer-first approach.
Excellent emotional intelligence and listening skills.
Comfortable balancing professionalism with personality in customer interactions.
Self-driven and able to take ownership with minimal supervision.
Able to identify patterns and proactively improve customer experiences.
Additional Requirements
Must have a stable internet connection and remote-ready workstation.
Must be available during US Business Hours.

Compensation and Benefits
Competitive salary based on experience
Permanent remote setup
Growth and development opportunities
Collaborative and supportive work environment