Virtual assistant

Job Title: E-commerce Virtual Assistant (Customer Support)

Type: Part-Time / Full-Time
Location: Remote
Compensation: TBD (based on experience)

About the Role

We’re looking for a reliable and detail-oriented Virtual Assistant to handle daily customer service tasks for our e-commerce brand. You’ll be the first point of contact for our customers—responsible for managing inbox messages, replying to social media comments, and ensuring every customer has a positive experience with our store.

Responsibilities

Respond to Customer Emails: Answer common inquiries such as “Where’s my order?”, “Can I get my tracking number?”, refund requests, and product questions.

Manage Social Media Messages & Comments: Professionally respond to Facebook and Instagram comments, direct messages, and customer mentions.

Process Refunds & Exchanges: Coordinate with the fulfillment team or platform to resolve order issues and issue refunds when necessary.

Track & Update Orders: Provide customers with accurate tracking links and delivery updates.

Handle Complaints Professionally: Turn negative customer experiences into positive outcomes through friendly and timely communication.

Tag & Categorize Customer Inquiries: Maintain organized records of support tickets and tag inquiries for reporting (delays, returns, etc.).

Collaborate with the Team: Communicate with the fulfillment and management teams to ensure smooth operations and accurate updates.

Requirements

Experience in e-commerce customer service (Shopify preferred)

Excellent written English and communication skills

Familiarity with customer service tools (e.g., Gmail, Zendesk, Gorgias, or Shopify Inbox)

Ability to manage Facebook and Instagram business pages (replying to DMs, comments, etc.)

Strong attention to detail and ability to stay calm under pressure

Reliable internet connection and ability to work independently

Positive attitude and willingness to learn

Preferred Qualifications

Prior experience working with U.S.-based e-commerce stores

Familiarity with order tracking tools and refund systems

Knowledge of social media etiquette and brand tone consistency

Basic understanding of Shopify order management

Work Hours

Flexible schedule with expected responsiveness during U.S. daytime hours

Approx. 4–8 hours per day, depending on workload

How to Apply

Please submit:

A short introduction about yourself

Your past experience in e-commerce or customer support

Your hourly rate or desired monthly salary

A short example of how you would reply to this message:

“Where’s my order? It’s been 10 days and I haven’t received any tracking information!”