Customer Service Assistant for Shopify Store

I am looking for a reliable, experienced, and empathetic virtual assistant to handle customer service for my growing e-commerce fashion brand.

This is a long-term position with growth potential as the business scales. You’ll be the front line of communication with our customers and play a key role in creating a smooth, respectful, and loyal customer experience.

You are a good fit for this position if you:
- Have experience handling customer service for e-commerce brands (preferably Shopify-based)
- Are empathetic and focused on creating a great customer experience, even with tough situations
- Can operate independently and make sound decisions based on guidelines and SOPs
- Can bring ideas to the table and help improve systems
- Write fluent, professional and warm English
- Are familiar with handling: tracking updates, refunds, returns, delays, damaged/lost items, and common e-commerce issues

Responsibilities:
- Respond to customer inquiries via email and social media DMs
- Handle order status, tracking, shipping delays, refund & return requests, and basic product questions
- Use templates/macros and follow SOPs, while customizing responses as needed
- Escalate complex issues or chargebacks according to our internal process
- Track refund/resend requests in Google Sheets
- Suggest improvements to templates, workflows, or FAQs based on trends you see

Working hours:
- Flexible
- Must be responsive within 12–24 hours for customer tickets

Bonus Points If You:
- Can also assist with other admin or VA tasks long-term
- Understand e-commerce culture, customer psychology, or are a past buyer from online fashion/accessory brands

To apply for this position, please write:
1) Your past experience with e-commerce customer service (what platforms, what types of issues, tools used, etc.)
2) Your workflow and daily process for managing customer service and escalating edge cases
3) How you stay organized and manage multiple tasks or inquiries
4) Your expected hourly or monthly rate
5) A sample response to this mock customer question: “Hi, I placed an order 10 days ago and still haven’t received any tracking update. I’m getting frustrated — can you check what’s going on or give me a refund?”
6) Why do you believe you're a good fit for our brand?

Final Notes:
We’re a growing brand and value long-term tea ---------- mbers who care about quality and are excited to contribute ideas, not just follow scripts. If that’s you — we’d love to hear from you.