Virtual Assistant / Customer Support

About Us:
We're Kovaria — a fast-growing health and wellness brand on a mission to help people get out of pain and take control of their health.
Our main product helps people suffering from hand and wrist pain. We give them something that actually works, backed by real science.
We're not another drop-shipping brand pushing the next trendy gadget. We genuinely care about the people we serve, and every person on our team needs to care too. If you want to be part of something that helps people live better lives, this is it.

About the Role:
We're hiring a Virtual Assistant / Customer Support Specialist to be the voice of our brand. You'll be the person our customers talk to when they need help, when they have questions about their order, when they're confused about how to use the product, or when they're frustrated and need someone to listen.
Our customers are often older, in pain, and not super tech-savvy. They need patience, kindness, and a real human who knows what they're talking about. If you're the type of person who gets satisfaction from helping someone solve a problem, you'll love this role.
You'll be working directly with our lead VA, who will train you, support you, and help you grow into the role. Over time, as you prove yourself, you'll take on more responsibility — and there's real room to grow within the company.

Schedule (Please Read Carefully):
This role requires you to work 8:00 AM – 4:00 PM CST (US Central Time).
For the Philippines, that's roughly 10:00 PM – 6:00 AM PHT — the night shift. This is non-negotiable. Our customers are in the US, and we need someone available during US business hours to answer calls and respond to tickets in real time.
If working overnight isn't something you can commit to long-term, please don't apply. We need someone who can hold this schedule consistently, not for a few weeks and then burn out.

What You'll Be Doing:
Responding to customer emails and support tickets (fast, friendly, professional)
Jumping on phone calls with customers when needed — answering questions, walking them through setup, handling concerns
Managing our Shopify backend: orders, refunds, returns, shipping issues, address changes
Tracking refunds, returns, chargebacks, and other data in our spreadsheets
Uploading ads into Facebook Ads Manager (we'll train you on this)
Following our SOPs carefully — and helping us improve them as you spot ways to make things better
Learning new tools and taking on new responsibilities as we grow
Communicating daily with the team

What We Need From You:
Experience is a must. Please don't apply if you haven't done this kind of work before. We're not in a position to train someone from zero.
Able to work 8 AM – 4 PM CST (night shift in the Philippines)
Prior customer support experience for a Shopify-based ecommerce brand (this is non-negotiable)
Comfortable talking on the phone with customers in English — clear, warm, professional
Excellent written English for emails and support tickets
Experience with customer support tools (Trello)
Comfortable with spreadsheets (Google Sheets / Excel)
A reliable internet connection, a quiet place to work, and a headset for calls
A good attitude — someone who asks questions, takes feedback well, and genuinely wants to do a great job
Willing to learn fast and take on new tasks outside of pure customer support

Who We Are Looking For:
You care about people. You don't see customers as tickets to close.
You have a warm, friendly personality and can make someone feel heard even when they're upset.
You're the kind of person who reads the whole job posting before applying (more on that in a second).
You take ownership. When something goes wrong, you fix it — you don't pass it off.
You want to grow with a company, not hop to the next gig in three months.

How to Apply:
This part matters — if you skip a step, we won't look at your application.
Step 1: Fill out our Google Form here: ----------
In the form, you'll answer a few questions about your experience and record a short Loom video introducing yourself. We want to hear your voice and your English — this is a customer-facing role, so this matters.
Step 2: In the form, include the word "green". If you don't include this word, we'll know you didn't read the posting carefully, and we won't move forward.

If you don't fill out the Google Form, you will not be considered. No exceptions. We get a lot of applicants and this is how we filter for people who actually pay attention to details — which is a core part of this job.

Compensation & Growth:
This is a full-time role with room to grow. We'll discuss compensation with serious candidates who make it past the first round. What we can promise: if you do great work, we take care of you, and your role will expand over time.