Customer Service VA – E-commerce Beauty Brand

We're a growing e-commerce brand selling across Europe and US. We're looking for a sharp, proactive Customer Service VA to handle daily customer inquiries, order issues, contact with supplier and post-sale support.

This is NOT only a copy-paste-reply job. We have SOPs in place, but we need someone who can think on their feet. Some situations require judgment, empathy, and personalization — you'll need to read the customer, understand the context, and adapt your response accordingly.

What you'll do:
— Respond to customer emails and messages (Shopify & email)
— Handle order issues: tracking, refunds, replacements, shipping questions
— Follow our SOPs for standard scenarios
— Use your own judgment for non-standard situations — escalate only when truly needed
— Flag recurring issues or patterns you notice (we value initiative)
— Maintain a friendly, professional tone

What we're looking for:
— Previous e-commerce customer service experience (Shopify experience is a plus)
— Comfortable using AI tools (ChatGPT, Claude) to draft and adapt replies in other languages (German, French, Italian etc.) — we'll show you how, but you should already be someone who naturally reaches for AI to solve problems
— Someone who thinks before they reply, not just someone who follows a script
— Proactive mindset: you spot a problem before the customer complains
— Reliable, consistent, communicates clearly when something is unclear
— Comfortable working independently with minimal supervision

Schedule & Growth:
— 2 to 3 hours per day, flexible scheduling
— Long-term position with real growth potential
— As we scale, this role can expand to managing additional stores and taking on more responsibility

Training and SOPs will be provided.
Wage/Salary: $2–3/hr
Desired no. of hours per week: 15 - 20
Skills Requirement: Customer Support, Shopify, E-Commerce

To apply, please answer this question:

A customer emails saying their order arrived damaged. They're upset and want a refund immediately, but your SOP says to ask for a photo first. The customer says they already threw away the packaging. What would you do? Walk us through your thinking step by step.

Start date: As soon as possible