Customer Service Shopify Virtual Assistant for 6+ figure ecommerce brand

About the Role:
We are seeking an experienced E-commerce Customer Service Virtual Assistant for our growing ecommerce brand. You will be the primary voice of our brand, managing customer communications via email and facebook to ensure every customer has an exceptional experience.
IMPORTANT: This role requires real hands-on e-commerce experience. If your background is primarily in general admin, real estate, data entry, or non-e-commerce industries, please do not apply.

Core Responsibilities:
Customer Communication:

Respond to customers professionally, accurately, and with empathy
Monitor and reply to facebook comments and messages in a timely manner
Handle customer inquiries about orders, shipping, returns, and product questions
Maintain consistent brand voice across all customer touchpoints

Shopify Store Management:

Navigate Shopify admin confidently to access order details and customer information
Process returns, exchanges, and refunds, store credits
Update order statuses and manage tracking information
Troubleshoot common order and shipping issues

Order & Fulfillment Coordination:

Work with our fulfillment team to resolve shipping delays, order discrepancies, and delivery issues
Communicate proactively about stock issues or order problems
Escalate complex issues appropriately

Problem Resolution:

Handle chargebacks and payment disputes
Manage customer complaints with a solution-focused mindset
Turn negative situations into positive customer experiences

Essential Requirements:
You MUST have:

Minimum 1-2 years proven e-commerce customer service experience (you must have worked with at least one online brand/store)
Strong Shopify experience - comfortable navigating admin, processing orders, and managing returns (please do not apply without Shopify experience)
Excellent written English - grammatically correct, clear, and professional communication
Previous experience handling refunds, returns, and exchanges
Understanding of shipping, tracking, and logistics
High attention to detail
Self-motivated with ability to work independently
Reliable and fast internet connection

Technical Requirements:

Minimum internet speed: 50 Mbps download / 20 Mbps upload
Quiet professional working environment
Backup internet preferred

Ideal Candidate Will Also Have:

Experience with customer service platforms (Freshdesk, Gorgias, Zendesk, etc.)
Familiarity with order fulfillment workflows and supplier coordination
Knowledge of common e-commerce policies and best practices
Problem-solving skills and ability to make sound judgment calls
Proactive communication style - flags issues before they escalate
Understanding of brand voice and tone consistency
Experience with tracking systems (USPS, UPS, DHL, etc.)

What We're Looking For:
Someone who genuinely cares about customer satisfaction, takes full ownership of issues through resolution, and can represent our brand professionally. You should be comfortable making decisions, know when to escalate, and consistently go the extra mile to create positive customer experiences.
This is a long-term opportunity with potential for growth as the business expands. For the right person, this role can develop into a leadership position managing other team members.

How to Apply:
IMPORTANT: Follow ALL instructions carefully. Applications missing any required elements will be automatically rejected.
To confirm you've read this posting thoroughly, begin your application with the word: GLOW
Then include:

Your CV/Resume
A brief written summary (3-5 sentences) of your e-commerce customer service experience - specifically mention:

Which e-commerce brands/stores you've worked with
Your Shopify experience level
Types of customer issues you've handled

Screenshot of your internet speed test (use Google speed test)
Answer this question: What do you think is the most important aspect of delivering great customer service in e-commerce?
Include an image of a dragon somewhere in your application

Please note: Generic or automated applications will not be considered. We want to hear about YOUR specific experience in YOUR words.
Shortlisted candidates will complete a paid trial task before the final interview.