VA - Ecommerce Operations, Financial Support & Customer Success Assistant

Employment Type: Full-Time (Remote), FEMALE applicants only
Working Hours: 9am – 5pm AEST, Monday to Friday
Location: Philippines-based candidates preferred
Reports to: Head of Operations and Coaching

About SHE-com:
SHE-com is the world’s fastest growing community for female e-commerce brand owners. We are on a mission to empower women to launch, grow, and scale their online brands with confidence, clarity, and a lot of fun along the way. We simplify the complexities of online business with practical strategies, expert coaching, and a vibrant, supportive community.

Role Summary:
We're looking for someone truly special to join our team at SHE-com, Australia's fastest-growing community for female e-commerce founders.
This isn't just another VA role. This is about being the heartbeat of our member experience while empowering our founders with the financial clarity they need to make confident business decisions.
You'll be the bridge between our world-class coaches and our ambitious members, orchestrating seamless experiences across our digital ecosystem while helping founders understand their numbers and plan for sustainable growth. If you light up at the thought of making someone's day better, solving problems before they happen, translating financial data into actionable insights, and being the person everyone can count on, we want to meet you.

What You'll Own

Member & Coach Relationship Management:
- Nurture the relationship between our members and coaches across our Circle.so Hub, ensuring every interaction feels personal, timely, and supportive
- Be the first point of contact for member inquiries via phone and email, providing warm, professional, solution-focused support
- Proactively identify member needs and connect them with the right resources, coaches, or support before they even have to ask
- Monitor community engagement and flag opportunities to enhance member experience

Financial Operations & Founder Support:
- Help founders understand their numbers by supporting them with their KPI tracker - including fixing their spreadsheet if it has any technical errors.
- Help members understand their unit economics, cash flow, profitability, and key financial metrics based on their KPI tracker.
- Communicate financial information in a warm, non-intimidating way that empowers founders rather than overwhelms them
- Create a reporting solution to track individual members metrics over time.

Tech Stack & Operations Management:
- Master our core operational platforms: Slack, Circle.so, HubSpot, Google Workspace, and Excel/Google Sheets with precision and care
- Execute daily operational tasks following established SOPs while identifying opportunities to improve processes
- Maintain clean, organized systems that make life easier for both members and coaches
- Ensure all member touchpoints (onboarding, ongoing support, offboarding) are handled with exceptional attention to detail

Customer Journey Excellence:
- Think end-to-end about every member's experience, from their first interaction with SHE-com through their entire coaching journey
- Anticipate friction points in the customer journey and proactively implement solutions
- Track and optimize member satisfaction by ensuring timely responses, seamless access, and consistent communication
- Be forward-thinking in identifying ways to delight our members and exceed their expectations

Experience & Skills

Essential Experience:
- 10+ years of experience in e-commerce operations, client management, or virtual assistant roles (this is essential)
- Strong financial acumen with experience in bookkeeping, financial planning, or working with small business finances
- Excel/Google Sheets expert, you can build financial models, create formulas, design clear dashboards, and make complex data simple
- Small business financial context, you understand what matters in e-commerce: unit economics, cash flow, inventory management, profit margins, and the key metrics that drive sustainable growth
- Experience working with small businesses in a financial or operational capacity, you've seen what founders need to understand about their numbers
- Strong operational management background with a proven track record of following SOPs and maintaining systems
- Exceptional client management skills, you genuinely care about making people feel supported

Communication & Technical Skills:
- Outstanding ability to explain financial concepts to non-financial people, you make numbers feel approachable, not scary
- Exceptional written and verbal English communication skills
- Tech-savvy with experience managing CRMs, community platforms, and communication tools
- Comfortable speaking on the phone with members as a trusted point of contact

Personality & Approach:
- You have an eagle eye for detail, especially when it comes to numbers. Nothing slips through the cracks on your watch
- You're a natural relationship builder who understands that people, not just processes, are at the heart of great operations
- You're proactive and forward-thinking, you see around corners and solve problems before they become problems
- You have a gift for simplifying complexity, you can take a messy spreadsheet or confusing financial situation and make it crystal clear
- You genuinely light up when you help someone succeed, whether that's solving an operational issue or helping them finally understand their profit margins
- You're calm under pressure and can handle multiple priorities without losing your warm, supportive demeanour
- You're someone coaches and members alike feel they can trust with sensitive financial information

Bonus Skills (Not Required, But Amazing!):
- Formal qualifications in bookkeeping, accounting, or financial planning
- Experience with Xero, QuickBooks, or other accounting software
- Success coaching or client coaching experience
- Experience working in online education, coaching, or membership communities
- Familiarity with Circle.so, HubSpot, or similar platforms
- Deep understanding of the e-commerce industry and founder challenges

Minimum Role Requirements:
- 10+ years of experience in e-commerce operations, client management, or virtual assistant roles
- Demonstrated financial experience, bookkeeping, financial modeling, or working with small business finances
- Advanced Excel/Google Sheets skills, you can build models, not just enter data
- Proven ability to manage tech stacks including CRM systems, community platforms, and communication tools
- Excellent phone and email communication skills, you can build rapport instantly and explain complex information clearly
- High-speed internet suitable for video calls, file management, and platform access
- Must be available full-time, 9am – 5pm AEST, Monday to Friday

Why Join Us:
• Be part of an inspiring team of women who are passionate about changing lives
• Work in a flexible, remote-first environment with a schedule that fits your lifestyle
• Access to SHE-com’s programs and resources for your own growth
• Make a meaningful impact in the lives of hundreds of women entrepreneurs

How to Apply:

Submit Your Resume: Highlighting relevant experience.
Video Cover Letter (1-2 minutes):
- Why are you applying for this role at SHE-com?
- What about the company or position excites you?
- Why are you a great fit for this role?


Email us your video and resume to ---------- with the subject line: “Your New Finance VA!”