Ecommerce Customer Support & Operations VA

Kumusta!

We’re hiring an Ecommerce Customer Support & Operations VA to help support the daily operations and expansion of our premium wristwatch brand.

Your mission is to handle inbound customer inquiries through Richpanel and oversee order fulfillment tasks—freeing the founder to focus on growth, product development, and scaling new shops. You’ll also contribute to growth projects like product research and expansion activities, joining the founder on the brand’s journey while learning valuable skills along the way.

At times, you’ll assist with personal administrative tasks, giving you exposure to the responsibilities of a remote executive assistant. This is a long-term role where we’re looking to build a partnership that grows as the business grows.

Day-to-Day Responsibilities:

Customer Support:
• Respond to customer support tickets using Richpanel:
- Phase 1: Draft replies for founder’s review and feedback
- Phase 2: Transition to handling direct responses independently once aligned on tone, critical thinking, and accuracy.
- Escalate complex cases by drafting a suggested response for founder approval.
• Continuously improve customer service by:
- Updating the CustomGPT knowledge base to enhance AI auto-responses.
- Assisting in refining macros, canned responses, and internal FAQs.

Order Management:
• Monitor Shopify orders and update Google Sheets shared with suppliers.
• Add tracking links to Shopify orders at designated times (process details will be provided).

Growth and Operations Support:
• Conduct product research for new product line additions or new shop expansion
• Assist with social media tasks (e.g., scheduling posts, light content support)
• Update product listings (description, images, variants) on Shopify

Executive Assistant:
• Executive Assistant Support - Occasionally assist founder with administrative tasks such as handling personal tasks, scheduling, or making calls

Who You’ll Be Working With:
You’ll report directly to the founder. You’ll work solo most of the time, but clear communication and asynchronous updates will be important
• Join a weekly alignment video call with the founder to review priorities and progress
• Job shadow in beginning on board onto tasks
• Daily or ad-hoc updates to keep founder informed of progress

Outcomes
• 95%+ of customer inquiries responded to within 24 hours.
• 5+ hours of founder time freed up weekly by the end of Month 1.
• Zero errors in order tracking Google Sheet.
• 95% of Shopify orders updated with tracking links at the designated times.
• Weekly project updates summarized and delivered by Friday EOD without reminders.

Technical Skills
Minimum Requirements:
• Proven experience working with successful Shopify businesses
• Proficiency with customer support tools (ticketing systems, macros, canned responses)
• Strong skills with Google Workspace (Google Sheets, Docs, Drive)
• Experience leveraging AI tools such as ChatGPT for customer service and productivity
• Fluent English communication skills, both written and spoken

Nice-to-Haves:
• Previous experience using Richpanel (cloud customer service software)
• Familiarity with Instagram and light content support
• Basic understanding of wristwatches (e.g., automatic vs. quartz)
• Photo editing experience
• Video editing experience

Non-Technical Skills
• Familiarity with luxury brands (bonus if it’s watches) and customer-first service experience, and providing a white glove feel
• Highly detail-oriented and organized
• Fluent written English skills
• Able to take initiative and work independently with minimal micromanagement
• Resourceful and solutions-oriented
• Comfortable working async and with changing priorities
Seniority-Based Skills
• Interest in growing with founder and organization and eventually taking on leadership opportunities, being part of an expanding business

Please reply to this job with your resume and cover letter outlining why you're the perfect fit for this role. In addition, please let me know your dream travel destination and which wristwatch you like and why.