E-Commerce Virtual Assistant (Email Support & Operations) — Long-Term

We are a fast-growing, remote, story-driven apparel brand making funny nature and outdoor graphic t-shirts for "Nature Nerds" - rock hounds, birders, hikers, and tree people. Every order is made to order and we plant one tree per purchase. Our customers are warm and engaged, and we take pride in friendly, professional support and a smooth shopping experience. We value long-term working relationships and training people to grow with us over time.

We're looking for a detail-oriented, organized E-Commerce Virtual Assistant who can grow with the business. The role begins with customer email support and basic operational tasks, and expands into product uploads, returns management, and systems support as you learn our workflows.

This role is ideal for someone who:

enjoys behind-the-scenes work
communicates clearly and kindly
is highly organized and reliable
is comfortable with repetitive tasks
wants long-term stability and growth
enjoys helping customers and solving small problems

RESPONSIBILITIES

Respond to customer emails with warmth, clarity, and professionalism (using our templates and AI helper tool)
Check tracking, assist with delayed deliveries, and initiate replacements
Process refunds, returns, and store credits according to policy
Respond to Facebook and Instagram comments and ---------- in our brand voice
Reply to product reviews ( ---------- )
Assist with Printify order handling, replacements, and variant updates
Keep customer issues and tasks organized and updated
Gradually take on more operational responsibilities as you learn our systems

TOOLS WE USE (training provided)
Shopify · Printify · Custom AI Email Support Tool · Google Drive / Sheets · ---------- (reviews)

REQUIREMENTS

Strong written English (this is email support for US customers — essential)
Kind, professional communication style
Detail-oriented and organized
Stable internet connection + unlimited data plan (role includes uploading product photos)
Laptop or desktop suitable for web-based tools
Comfortable with routine and repetitive tasks
Able to work independently and ask questions when needed
Looking for a long-term role (not short-term or project-based)

NICE TO HAVE (not required)

Experience with Shopify or e-commerce
Experience in customer support
Experience with Printify or print-on-demand
Familiarity with spreadsheets

SCHEDULE & COMPENSATION

Schedule: 15 hours/week to start (about 3 hours/day, Monday to Friday), flexible within PH daytime hours. Occasional light, flexible weekend email check may be requested.
Pay: 16,000–20,000 PHP/month depending on experience
Payment: monthly via PayPal or Wise
Type: long-term, part-time initially, with potential to increase hours over time if both sides want to
13th month: provided after 6 months of service
Training: paid training provided
Stability: consistent hours, respectful environment, growth opportunities

HOW TO APPLY (IMPORTANT — PLEASE FOLLOW ALL STEPS)
Submit the following in your OnlineJobs.ph message:

A) BASIC INFO

Name & location
Timezone
Internet speed test screenshot
Desired monthly salary (PHP)

B) WORKLOAD & AVAILABILITY

Are you currently working with other clients/employers? If yes: type of work, weekly hours, how long.
How many hours per week are you available to work with us?
Which days and times are you generally available (plus your timezone)?
If this role increased in hours over time, would that be possible? What is your maximum weekly hours?

C) WRITTEN QUESTIONS

What do you value most in a boss? How would you like the working relationship to be? (Include examples.)
If you know your Myers-Briggs type, what is it? ( ---------- )
When you're given a task with multiple steps, how do you make sure nothing gets missed?
What do you find stressful, and how do you manage that stress?
How do you feel about repetitive or routine tasks such as data entry, returns, tracking follow-ups, or uploads?
A customer emails saying: "My package hasn't arrived and I'm frustrated. It's been 3 weeks." How would you respond? (4–7 sentences)
How do you communicate if you're stuck, unsure, or behind on something?

D) DOCUMENTS
Attach your CV/resume and your answers to the questions above.

E) ATTENTION-TO-DETAIL TEST
To confirm you read this posting carefully, include the word "rockhound" at the top of your cover letter. Applications missing this word will not be considered.

NEXT STAGE: ONE-WAY VIDEO INTERVIEW
We review all submissions. If shortlisted, we'll email you instructions to complete a one-way video interview (not a live call — record your answers in your own time within the deadline).