Full-Time Customer Support Virtual Assistant (DTC E-Commerce Brand)

We’re looking for one last A-player to join our established Customer Support Team for a direct-to-consumer (DTC) e-commerce brand operating in the USA, UK, and France.
Our team of 4 customer support reps is already strong — we’re now looking for someone ultra-productive, fluent in English, and ready to commit full-time only to help us deliver world-class customer experience.

Your Role

• Handle customer support via Freshdesk and email/chat in perfect English.
• Manage comments on our Meta Ads (Facebook & Instagram) — reply to questions, hide negative comments, and maintain a positive brand image.
• Use ChatGPT (provided) to write natural, fluent responses in French for our FR store (no robotic messages).
• Solve problems quickly and professionally — always with a calm and empathetic tone.
• Communicate efficiently with the existing support team to ensure seamless operations.
• Deliver fast, accurate, and caring replies that make customers feel heard and valued.

Requirements

• Fluent English (spoken + written) — this is non-negotiable.
• Experience with Freshdesk (mandatory).
• Previous experience in e-commerce customer support, ideally for DTC brands.
• Experience managing >Facebook comments and community interactions is a plus.
• Highly organized and efficient — able to handle a large volume of messages daily.
• No other side jobs or part-time commitments — full dedication to this position only.
• Calm under pressure, solution-oriented, and focused on results.
• Familiar with Shopify, Meta Business Suite, Gmail/Zoho Mail, and AI tools like ChatGPT.

Availability

• Full-time position only — no part-time or agency applications.
• Long-term commitment — we’re building a stable, high-performance team.
• Flexible but fully responsive during working hours aligned with store activity (US/UK time zones).

?? Important – How to Apply

• Include a Loom video (1–2 minutes) introducing yourself.
• Applications without a Loom will not be considered.

In your Loom, tell us:
• Who you are
• Your experience with Freshdesk
• Why you’d be a great fit for a fast-growing DTC e-commerce brand