Shopify Virtual Assistant, Customer Support, Dispute Agent Men's Fashion Ecommerce · Remote · Full-Time · 40+ hrs/week

We're looking for Virtual Assistant, Customer Support and Dispute Agent!
Men's Fashion Ecommerce · Remote · Full-Time · 40+ hrs/week

About the role
We're a growing men's fashion brand looking for a reliable, long-term tea ---------- mber to join our customer support team. You'll handle customer emails, manage orders in Shopify, and handle PayPal and credit card disputes. If you love fashion, thrive in a fast-paced environment, and take pride in delivering excellent customer experiences, we'd love to hear from you.

What you'll do
Handle customer support emails across US, UK, AUS, and EU markets
Manage and edit orders in Shopify, including correcting shipping addresses for UK, AUS, and EU orders to ensure accurate and timely delivery
Write clear, detailed, and complete email responses to customers — especially for "Where Is My Order" (WISMO) inquiries, making sure every relevant detail is communicated properly
Work within Freshdesk to manage high-volume tickets (tagging, macros, team collaboration)
Handle PayPal and credit card dispute cases — researching orders, compiling evidence, and preparing PDF proof files
Use AI tools such as ChatGPT or Claude to assist with writing and customer responses
Maintain patience and professionalism with all customers, including difficult or repetitive inquiries, and handle every case with a calm and respectful attitude

Requirements
At least 1 year of customer service experience serving US, UK, AUS, or EU markets
At least 1 year of experience in customer support email specifically
Proven experience handling high-volume tickets in a team environment via Freshdesk (tagging, macros, etc.)
Able to edit and manage orders in Shopify, including correcting shipping addresses for UK, AUS, and EU markets
Experience filing PayPal and credit card disputes, including gathering and organizing proof documentation into PDF format
Skilled at writing clear, detailed, and informative emails — especially for WISMO (Where Is My Order) cases
Patient, calm, and professional when dealing with difficult or unreasonable customers
Strong written English — clear, friendly, and professional
Comfortable using AI tools (ChatGPT, Claude, etc.) in your daily workflow
Previous experience with a fashion brand or store is a strong advantage — men's fashion especially
Available to work 40+ hours per week including Sundays and Mondays
Working hours
Regular shift: 12:00 PM to 9:00 PM EST (night shift in the Philippines)
Training phase: 10:00 AM to 7:00 PM EST

Compensation
1st month: $4.00/hr (Base rate/training phase)

2nd month: $4.50/hr + performance bonus

3rd month+ :$5.00/hr+ performance bonus

Overtime: Any hours over 40 per week are paid at your regular rate plus $1.50/hr.

Example: At $4.00/hr, working 50 hrs in a week = ($4.00 × 40) + (($4.00 + $1.50) × 10) = $215.00

Growth opportunity
Strong performers will be considered for a Customer Support Manager role as the team grows. We're building for the long term and want tea ---------- mbers who are too.

How to apply
Send us the following to be considered:

-Your updated CV or resume
-A screenshot of a real customer email conversation you handled (blur personal info if needed — this puts you at the top of the list)
-Screenshots of dispute cases you have handled (required)
-A short note about your experience with fashion brands

Applicants who include all four items will be prioritized.