Ecommerce Operations Assistant

Role Title: VA - Ecommerce Operations Assistant
Employment Type: Full-Time (Remote)
Working Hours: 9am – 5pm AEST, Monday to Friday
Location: Philippines-based candidates
Reports to: Head of Operations and Coaching

ROLE SUMMARY:
- We're looking for someone truly special to join our team at SHE-com—Australia's fastest-growing community for female e-commerce founders.
- This isn't just another VA role. This is about being the heartbeat of our member experience. You'll be the person who ensures every woman in our community feels seen, supported, and set up for success as they build and scale their e-commerce brands.
- You'll be the bridge between our world-class coaches and our ambitious members, orchestrating seamless experiences across our digital ecosystem while always thinking about the end-to-end customer journey. If you light up at the thought of making someone's day better, solving problems before they happen, and being the person everyone can count on—we want to meet you.

WHAT YOU'LL OWN:
Member & Coach Relationship Management:
- Nurture the relationship between our members and coaches across our Circle.so Hub, ensuring every interaction feels personal, timely, and supportive
- Be the first point of contact for a small cohort of our member, including inquiries via phone and email, providing warm, professional, solution-focused support
- Proactively identify member needs and connect them with the right resources, coaches, or support before they even have to ask
- Monitor community engagement and flag opportunities to enhance member experience
Tech Stack & Operations Management:
- Working with our core operational platforms: Slack, Circle.so, HubSpot, and Google Workspace with precision and care
- Execute daily operational tasks following established SOPs while identifying opportunities to improve processes
- Maintain clean, organized systems that make life easier for both members and coaches
- Ensure all member touchpoints (onboarding, ongoing support, offboarding) are handled with exceptional attention to detail
Customer Journey Excellence:
- Think end-to-end about every member's experience—from their first interaction with SHE-com through their entire coaching journey
- Anticipate friction points in the customer journey and proactively implement solutions
- Track and optimize member satisfaction by ensuring timely responses, seamless access, and consistent communication
- Be forward-thinking in identifying ways to delight our members and exceed their expectations
Content & Community Support:
- Support coaching content delivery, ensuring resources are accessible and well-organized
- Help maintain community spaces that feel welcoming, organized, and valuable
- Coordinate scheduling and logistics for coaching sessions and member events


WHO YOU ARE:
Experience & Skills:
- 10+ years of e-commerce operations or client management experience (this is essential)
- Strong operational management background with a proven track record of following SOPs and maintaining systems
- Exceptional client management skills—you genuinely care about making people feel supported
- Tech-savvy with experience managing CRMs, community platforms, and communication tools
- Outstanding written and verbal English communication skills
- Comfortable speaking on the phone with members as a trusted point of contact
Personality & Approach:
- You have an eagle eye for detail—nothing slips through the cracks on your watch
- You're a natural relationship builder who understands that people, not just processes, are at the heart of great operations
- You're proactive and forward-thinking—you see around corners and solve problems before they become problems
- You genuinely light up when you help someone succeed
- You're calm under pressure and can handle multiple priorities without losing your warm, supportive demeanor
- You're someone coaches and members alike feel they can trust and rely on
Bonus Skills (Not Required, But Amazing!):
- Success coaching or client coaching experience
- Experience working in online education, coaching, or membership communities
- Familiarity with Circle.so, HubSpot, or similar platforms
- Understanding of the e-commerce industry and founder challenges

MINIMUM ROLE REQUIREMENTS:
- 10+ years of experience in e-commerce operations, client management, or virtual assistant roles
- Proven ability to manage tech stacks including CRM systems, community platforms, and communication tools
- Excellent phone and email communication skills—you can build rapport instantly
- High-speed internet suitable for video calls, file management, and platform access
- Must be available full-time, 9am – 5pm AEST, Monday to Friday

SUCCESS IN THIS ROLE LOOKS LIKE:
- Members feel genuinely supported, heard, and cared for in every interaction with you
- Coaches can focus on coaching because you've taken care of all the logistics seamlessly
- Systems run smoothly with zero disruptions to member experience
- You're known as the reliable, warm, proactive person who makes everything better
- Members tell us they love working with you because you make their journey easier
- You've become an invaluable part of the SHE-com team—someone we genuinely couldn't imagine operating without

ABOUT SHE-com:
- We're Australia's fastest-growing coaching community for female e-commerce founders—supporting thousands of women as they build and scale product-based brands. Our mission? To help powerhouse women create businesses that give them freedom, choice, and a life they truly love.
- We've been recognized with industry awards, ranked on the AFR Fast Starters List, and built a thriving community of 40,000+ women who support each other through every stage of their e-commerce journey.
- Now, we're looking for someone extraordinary to join our team.

YOUR MISSION:
- To be the person who makes every member feel seen, supported, and set up for success—while ensuring seamless operations between our coaches, members, and digital platforms.
- This isn't about checking boxes. It's about genuinely caring for people, anticipating their needs, and creating experiences that make them think, "Wow, this team really has my back."

WHAT YOU'LL OWN:
Member & Coach Relationship Management:
- Be the warm, reliable point of contact for our members via phone and email. Build genuine relationships, solve problems proactively, and ensure every member feels supported throughout their journey with SHE-com.
Tech Stack & Operations:
- Working with our core platforms (Slack, Circle.so, HubSpot, Google Workspace) with precision. Follow SOPs to deliver consistent excellence while identifying opportunities to make things even better.
Customer Journey Excellence:
- Think end-to-end about every touchpoint. Anticipate friction. Remove barriers. Ensure members have a seamless, delightful experience from onboarding through ongoing support.
Content & Community Support:
- Help coordinate coaching sessions, manage resources, and keep community spaces organized and welcoming.

READY TO APPLY?:
If this sounds like the role you've been waiting for, we'd love to hear from you.
Send your CV and a short introduction (written or video!) to ---------- telling us:
Your e-commerce operations experience
Why you're passionate about supporting people and creating exceptional experiences
What makes you the perfect person to be the heart of our member operations
We especially love video submissions! Show us your personality and why you'd be amazing in this role.

SHE-com is committed to building a diverse, inclusive team. We encourage applications from people of all backgrounds and experiences.