Customer Service VA – Shopify & Reamaze (Canada/US Timezone)

ABOUT THE ROLE
We're a fast-growing e-commerce fashion brand looking for a customer service superstar to join our team full-time. You'll be the face of our brand for every customer interaction. Handling questions, resolving issues, and turning frustrated customers into loyal fans.

This is not a ticket-closing factory role. We want someone who follows our SOPs when they apply, and who confidently writes clear, on-brand responses when a situation calls for judgment.


WHAT YOU'LL DO
• Handle customer inquiries via email using Reamaze
• Look up orders, process refunds, and manage returns directly in Shopify
• Follow our SOPs for common situations and write thoughtful, on-brand replies when a situation doesn't have a script
• Flag recurring issues and suggest improvements to our SOPs or product team


YOU'RE A GREAT FIT IF YOU…
• Have at least 1 year of e-commerce customer service experience
• Have hands-on experience with Shopify (navigating orders, refunds, customer profiles)
• Have direct experience with Reamaze this is a hard requirement, not a nice-to-have
• Write clear, professional English with warmth you adapt your tone to the customer, not the script
• Are self-directed you follow SOPs and don't need hand-holding for every edge case
• Are available to work during Canadian business hours (ET or PT)


BONUS POINTS IF YOU…
• Have set up or managed Reamaze macros, rules, or workflows
• Have worked in a remote-first team before
• Have spotted a gap in a process and proactively proposed a fix
• Available in weekends to work



HOW TO APPLY
Send us an reply with the subject line "CS READY – [Your Name]" and include:

1. A short paragraph (5–7 sentences) about your experience with Shopify and Reamaze specifically
2. A sample reply to this scenario: "A customer says their order arrived damaged and they're very frustrated. The order isn't covered by our return policy, but you have discretion."
3. Your timezone and available working hours

Applications without the scenario reply will not be considered. This is intentional — it's the best way for us to see how you think and write.