Customer Experience & Operations Virtual Assistant

About the Role

We are a growing fashion and e-commerce brand looking for a Customer Experience & Operations Virtual Assistant to manage customer communication, resolve service issues, and support the smooth running of the business behind the scenes.

This role is heavily focused on customer recovery — supporting customers who may have experienced delays, mistakes, or poor service, and turning those situations into positive outcomes.

This is not a junior chat role. We are looking for someone mature, emotionally intelligent, and organised, who can take ownership and act with professionalism.

Key Responsibilities

Customer Experience & Recovery
• Managing customer communication across WhatsApp, Instagram, and other social platforms
• Handling customer complaints, disputes, and sensitive situations calmly and professionally
• Supporting customers who have received poor service and helping restore trust
• Providing clear updates on orders, timelines, and resolutions
• Knowing when to resolve independently and when to escalate issues appropriately
• Maintaining a polite, empathetic, and confident brand voice at all times

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Operations & Organisation
• Keeping order trackers, customer notes, and follow-ups organised
• Ensuring no customer or task is forgotten or missed
• Identifying recurring issues and flagging them for improvement
• Supporting general admin and backend tasks as needed
• Helping streamline processes to reduce repeated problems

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Website Support
• Uploading and updating products (images, descriptions, pricing, sizes)
• Making basic edits to product pages and collections
• Checking stock availability, broken links, and errors
• Keeping the website clean, accurate, and up to date
(No coding or advanced web development required)

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Social Media & TikTok Support
• Replying to comments and DMs in a professional, brand-appropriate manner
• Supporting TikTok activity (trend spotting, saving sounds, basic posting support)
• Flagging engagement opportunities or customer concerns on social platforms

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Required Skills & Experience
• Excellent written and spoken English
• Strong communication and customer-handling skills
• Ability to remain calm, empathetic, and solution-focused under pressure
• Highly organised with strong attention to detail
• Comfortable working independently and taking initiative
• Confident handling difficult conversations without becoming defensive or emotional
• Comfortable working UK time

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Bonus (Not Essential)
• Experience in fashion or e-commerce
• Familiarity with Shopify, Wix, or similar platforms
• Experience using WhatsApp Business, Instagram, and TikTok
• Background in customer success, customer experience, or operations

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Important

This role requires someone who can take ownership, think ahead, and support the business without constant supervision.
We are looking for someone who helps solve problems, not just pass them on.