Customer Support VA, US E-comm Brand, Shopify and Helpdesk Required

SALARY

$4 to $6 USD per hour, paid bi-weekly via Wise or PayPal

HOURS

30 to 40 hours per week, overlap with US Mountain Time business hours preferred

ABOUT US

Cedar Mill Firearms Family is a US-based e-commerce brand selling firearm storage and EDC accessories on Amazon, BigCommerce, and Shopify. We sell trigger locks, gun socks, dehumidifiers, cleaning kits, range bags, and safes. We do NOT source firearms, federal law prohibits Amazon firearm sales and we do not import them.

We need a Customer Support VA who can own our helpdesk across Shopify and BigCommerce stores, hit fast response times on the live queue, and handle returns, refunds, replacements, and tracking questions without escalating every other ticket to the owner.

WHAT YOU WILL OWN

You will own day-to-day customer support across Shopify, BigCommerce, and Amazon. Respond to email, chat, and form-submitted questions inside the agreed response window. Process returns, refunds, and replacement requests using our SOP. Handle tracking and lost-package inquiries with carrier lookups. De-escalate angry customers using the script we will give you in week 1, customized as you learn. Triage product complaints, surface patterns to the catalog and operations team.

WHAT YOU MUST ALREADY KNOW

REQUIRED, 2+ years e-commerce customer support (Shopify, BigCommerce, or Amazon merchant-facing).

REQUIRED, Direct-to-customer email and chat experience, NOT only BPO call-center work (BPO does not transfer to merchant-side CX).

REQUIRED, Written English strong enough for warm but firm replies on refund disputes.

REQUIRED, Self-directed. You catch the third copy-paste reply and ask if there is a pattern.

REQUIRED, Familiar with carrier tracking (USPS, UPS, FedEx) and how to interpret stuck-in-transit edge cases.

PREFERRED, Helpdesk tool experience (Gorgias, Zendesk, Freshdesk, Help Scout).

PREFERRED, Macro and saved-reply hygiene (you keep them current, not stale).

PREFERRED, Background in shooting sports, outdoor goods, or EDC categories.

BONUS, Spanish or other Filipino-language support coverage.

KPI TARGETS

First-reply time less than or equal to 4 business hours.

Customer Satisfaction (CSAT) greater than or equal to 90 percent.

Ticket resolution time less than or equal to 24 hours on standard issues.

Escalation rate less than or equal to 5 percent (only true edge cases reach the owner).

HIRING PROCESS, 4 STAGES

Stage 1, apply via our Google Form, 15 minutes.

Stage 2, if shortlisted, 45 minute evaluation task, unpaid screening. Real customer-support scenario: walk through your refund response on a 90-day-old dropped-product complaint.

Stage 3, 45 minute video interview via Google Meet.

Stage 4, paid trial week at the agreed rate, then full hire decision.

We respond to every applicant within 5 business days regardless of outcome.

APPLY HERE

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IMPORTANT, SCAM PROTECTION

WE NEVER charge any fee to apply or to be considered. We NEVER ask for M-Pesa, GCash, registration, training, background check, or document payment. Our ONLY application channel is the Google Form link above. The hiring process is form, then evaluation task, then interview, then paid trial week. At NO stage do you pay us. Please do NOT message us on onlinejobs.ph chat about this role, your application will not be seen if you skip the form.