Virtual Assistant – Customer Support (Phone, Chat & Email)

Virtual Assistant – Customer Support & Operations (US-Based Business)

Job Description
We are a US-based, high-ticket eCommerce business seeking a highly responsive Virtual Assistant with a near-American accent to handle live customer calls, chats, and emails.
This role requires real-time decision making, confidence on the phone, and strict accountability. You will be the front line of communication for a premium brand.

TEXAS WORKING HOURS

Core Responsibilities
You will be responsible for:
Answering ALL incoming customer phone calls, live chats, and emails
Following up on missed calls within 10–15 minutes via call or text
Handling customer issues and coordinating between customers and suppliers until resolution
Answering live customer questions about products, even if unfamiliar, using tools like ChatGPT without sounding like you are searching
Sending purchase orders (POs) to suppliers
Updating and tracking basic Profit & Loss (P&L)
Reading manufacturer price lists and confidently answering discount questions
Tracking orders and reminding management to pay suppliers
Eventually placing orders using a company card once trust is established


Non-Negotiable Requirements
Please do not apply if you do not meet all of the following:
Small to no accent, must sound American on phone calls
Fully fluent in English, especially spoken English
Proven experience handling live customer calls for US-based customers
Must handle emails, calls, and live chat simultaneously
Must have a US phone number or Google Voice to text customers after missed calls
Must be available for 8am–8pm coverage
Must answer all customer calls
If more than 2 calls are missed in a day and not returned within 10–15 minutes, this results in immediate termination
Comfortable working under strict performance and responsiveness standards


Communication & Tools
Initial communication will be via WhatsApp
Ongoing work communication will be on Slack
Must be comfortable multitasking across tools in real time


Ideal Candidate
Experienced in high-ticket or premium customer support
Calm under pressure and confident with customers
Takes ownership and understands consequences of missed communication
Reliable internet and quiet work environment


How to Apply
To apply, please include:
A short voice recording introducing yourself
Your experience handling live phone calls for US-based businesses
Confirmation that you meet all non-negotiable requirements above

Questions:
You will be asked to answer the following questions when submitting a proposal:

Do you have experience handling live phone calls for US-based customers? Please attach a voice note if possible.
Are you available 8am–8pm and able to respond immediately during shifts? (US, Texas Time)
If you miss a customer call, exactly what steps do you take and how fast?
Have you handled pricing or discount conversations directly with customers before?
Do you have native-level English? With little to no accent?

Company website:
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