Customer Service/Virtual Assistant

Job Title
Virtual Assistant — Customer Experience (E-commerce)
Location: Remote (Philippines preferred)
Type: Full-Time & Part-Time (40 hours per week maximum, 15 hours minimum)

About Solace:
Solace is a fast-growing e-commerce brand designing comfort-first, skin-safe, PFAS-free bands for Apple Watch and smartwatches. Our customers trust us not just for our products, but for how we show up when they need support.
Customer experience is a core part of the Solace brand. Every interaction should make customers feel heard, cared for, and confident in choosing Solace.

Role Overview:
We’re hiring a full-time and Part-Time Virtual Assistant to support our Customer Experience (CX) operations. This role is responsible for managing daily customer support emails, processing replacement orders in Shopify, and helping maintain the high level of trust Solace is known for. This is a role for someone who is reliable, detail-oriented, and comfortable working independently within clear systems and guidelines.

Key Responsibilities:
Respond to customer service emails in a timely, calm, and professional manner.

Assist customers with:
Order issues and delivery questions.
Replacement requests and eligibility.
Product questions and general inquiries.
Accurately process and create replacement orders in Shopify.
Follow Solace’s CX tone, policies, and SOPs consistently.
Keep clear, organized records of customer interactions and resolutions.
Identify and flag recurring issues, patterns, or customer feedback.
Communicate effectively with the internal team when escalation is needed.

What Success Looks Like:
Customers feel supported, respected, and reassured.
Replacement orders are processed accurately and efficiently.
Inbox is managed consistently with minimal backlog.
Communication is on-brand, clear, and empathetic.
Issues are resolved or escalated correctly without repeat follow-ups.

Requirements:
Previous experience in customer service (email support preferred).
Experience with Shopify, or strong willingness to learn quickly.
Excellent written English (professional, clear, and empathetic).
Strong attention to detail and problem-solving skills.
Ability to follow processes while using good judgment.
Reliable internet connection and consistent availability.
Comfortable working independently in a remote environment.

Preferred Qualifications:
Experience supporting an e-commerce or DTC brand.
Familiarity with order management, replacements, or returns workflows.
Experience handling high-volume inboxes.
Long-term mindset and interest in growing with a brand.

Work Schedule:
40 hours per week
Set schedule with agreed working hours
Must be responsive during assigned business hours

Why Join Solace:
Be part of a fast-growing, customer-first e-commerce brand.
Clear expectations, training, and SOPs.
Work with a team that values comfort, clarity, and trust.

Please add the word "peperclip" at the top of your application.