E-commerce Virtual Assistant (Shopify) — Customer Service & Order Management

About us: We run a growing Shopify store selling consumer products with international customers. We need a reliable, detail-oriented Virtual Assistant to manage customer service, order tracking, refunds, and daily store operations so we can scale smoothly.

Role & responsibilities:

Handle customer inquiries via email and Shopify messages professionally and promptly.
Manage order tracking using AfterShip and update customers with tracking/status.
Process refunds, disputes and chargeback inquiries following provided scripts and chargeflow procedures.
Update Shopify orders, manage payouts and basic admin tasks in Shopify/Chargeflow.
Coordinate with suppliers regarding shipping times, missing items and order issues.
Maintain return addresses and update return-related settings in Shopify.
Escalate unresolved issues to the manager and document all interactions in a shared system.
Required skills & experience:

Proven experience supporting Shopify stores (minimum 6 months preferred).
Familiarity with AfterShip (or similar tracking tools) and basic knowledge of payment dispute workflows (Chargeflow, refunds, chargebacks).
Strong written English; clear, professional tone in customer-facing messages.
Good organizational skills, attention to detail and ability to follow standard operating procedures.
Comfortable working with suppliers and following up proactively on shipping issues.
Reliable internet connection and ability to work agreed hours.
Nice-to-have:

Experience with Revolut Business or Mercury payouts.
Previous e-commerce customer service experience with international customers.
Basic understanding of Shopify admin and apps.

Working hours & pay:

Part-time to start: 4–8 hours per day (flexible start; increase to more hours as needed).
Pay: competitive — please state your hourly rate in your application.
Location: Remote (we prefer candidates who can overlap some hours with Central European Time).
How to apply: Send the following to [your email or application link]:

Short cover letter describing relevant experience.
CV or brief work history.
Two examples of previous Shopify or customer-service tasks you handled (or links/screenshots).
Your hourly rate and earliest start date.
We will shortlist candidates and invite 5–10 for short interviews. Successful applicants will receive a short training plan and initial tasks to demonstrate capability.