Customer Service + eCommerce VA

Customer Support & Store Operations VA — Spiritual Apparel Brand (Long-Term, Hourly)

Schedule: Monday–Friday, 8:00 AM – 1:00 PM Philippine Time (shifts to 9:00 AM – 2:00 PM for part of the year — details below)
Hours: 25 hours/week, guaranteed
Pay: ?426 per hour worked
Commitment: Long-term. We are not hiring for a project.

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READ THIS FIRST

This is an hourly, billable-hours role — not a monthly salary. You report your own hours in your daily end-of-shift report. You bill for hours actually worked. We pay for hours actually worked. There's no separate time-tracking software to install or run — we trust your report.

To be clear about what that means: 25 hours per week is guaranteed, not a ceiling you have to earn. We are not going to quietly cut your hours. The schedule is fixed and the work is there.

It cuts both ways:

• You are not expected to be "on" outside your shift. When the shift ends, you're done.
• You are expected to be present for every scheduled shift, on time, for the full window. This is live coverage. If you're not there, our customers aren't covered.

At ?426/hour and 25 hours a week, this pays roughly ?46,000/month — comparable to or better than most full-time VA roles on this board, for 25 hours instead of 40. We're paying above market on purpose, because we'd rather have one excellent person than two average ones.

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THE SCHEDULE

Monday through Friday, Philippine time. Your weekends are yours.

Period - Your shift (Philippine Time) - Your days

March – November - 8:00 AM – 1:00 PM - Monday through Friday
November – March - 9:00 AM – 2:00 PM - Monday through Friday

The one-hour change happens twice a year when the US clocks shift. We'll give you plenty of notice, but you need to be able to absorb it.

*Why these hours matter so much: our order cutoff with our production partner falls at roughly 12:40 PM your time (1:40 PM during the November–March period). Every size change, cancellation, and address correction that reaches us before that cutoff can still be fixed before the shirt goes to print. Everything after it can't. Your shift exists to catch those. This is the single highest-value window in our entire day.

Weekend coverage is handled by a separate part-time role. You will not be asked to work weekends.

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WHAT THIS JOB ACTUALLY IS

We're being specific on purpose. A vague job post attracts vague applicants.

1. All customer service — you own it

You are the relationship between our brand and our customers. Not a ticket-closer. The owner.

That means genuinely understanding the whole buyer journey and what a customer experiences at each step:

• How Shopify and Printify talk to each other — and, critically, where they don't
• What happens between "order placed" and "shirt at the door"
• Production windows, shipping windows, carrier behavior, tracking quirks
• Which problems can still be fixed, which can't, and where the cutoff sits on each

You'll handle: where-is-my-order, sizing questions and size changes, cancellations, address changes, damaged and misprinted items, wrong items, lost packages, refunds, exchanges, and the occasional genuinely strange one.

We provide detailed SOPs, response templates, and custom AI tools covering most routine scenarios. Your job is judgment, accuracy, warmth, and escalating the tricky stuff — not inventing policy from scratch.

2. Product publishing

Publishing products from Printify to our Shopify store, and using our in-house tools to generate and match mockups to the correct products, colors, and variants.

This is detail work. A mockup matched to the wrong color variant is a customer complaint waiting to happen.

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THE THING WE CARE ABOUT MOST: FOLLOWING THE PROCESS EXACTLY

Please read this section twice.

Our workflows have steps that are not optional and not obvious. A real example we can share:

> When a customer asks to change their shipping address, updating it in Shopify is not enough. Shopify does not push that change to our production partner. If you update only Shopify, the shirt prints and ships to the "old" address. We eat the cost, the customer is upset, and it is unrecoverable.

That's one of many. Most of our SOPs contain a step like it.

*A missed step in a workflow equals money lost. Not "a little sloppy." Money, directly out of a small business.

There's a second reason this matters here more than at most brands: our helpdesk, Shark Support, is a tool we built ourselves. There's no public documentation for it, no YouTube tutorial, no previous job where you picked it up. Everything you know about how it works will come from our SOPs and our training — which means reading them carefully isn't a nice habit, it's the whole job. We'll teach you all of it, and we've built the training for someone starting from zero.

So we're not looking for fast. We're looking for someone who:

• Reads the full SOP before acting, every time — including the parts they think they already know
• Completes every step, in order, even when a step feels redundant
• Verifies the result instead of assuming the action worked
• Says "I'm not sure" out loud instead of guessing
• Tells us immediately when they've made a mistake, before we find it

If you're the kind of person bothered by a typo, an inconsistent format, or an unchecked checklist item — we will get along very well.

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END OF SHIFT REPORT — required, every shift

At the close of every shift you send a written EOD report in Slack. Non-negotiable, and it takes about 10 minutes:

• Hours worked — start, end, total
• Tickets touched — count, plus anything notable
• Refunds issued — count and total amount
• Exchanges / replacements created — count
• Products published — count
• Issues encountered — bullet list. Anything that went wrong, got stuck, or surprised you.
• SOP updates needed — anything unclear, outdated, or missing from our documentation
• Questions — anything you're blocked on

We read these. They're how we spot patterns, fix broken processes, and d ---------- what to improve. A thoughtful EOD report is one of the most valuable things you'll produce here.

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AVAILABILITY & TIME OFF

• You'll maintain a shared availability calendar we can both see.
• Time off is requested in advance, not announced. We're reasonable — we just need notice to arrange coverage.
• Outside approved time off, you're expected to be present for your scheduled shift.
• If something urgent comes up and you can't make a shift, tell us as early as you possibly can. Things happen. Silence is the only unacceptable response.

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COMPENSATION

Rate: ?426 per hour worked
Guaranteed hours: 25/week (5 hours × 5 days) — approximately ?46,000/month
Time tracking: None required — your daily EOD report records hours worked.
Payment: Via Wise. Weekly for the first 8 weeks, then biweekly.
Paid training: Yes — onboarding hours are billable from day one.
Trial: Paid trial week before a long-term offer.
Rate reviews: Performance-based, at 6 months and annually.
Growth: Clear path to more hours as the business grows.

Rates are quoted and paid in pesos, not dollars, so exchange-rate swings never quietly cut your pay.

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REQUIRED EXPERIENCE — non-negotiable

Applications missing any of these four will not be considered:

1. Hands-on Shopify experience — orders, refunds, customer profiles, basic product management
2. Hands-on Printify experience (or another POD platform — Printful, Gelato, etc.)
3. At least 1 year of e-commerce customer support with a real brand
4. Strong written English that does not need editing before it goes to a customer

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TOOLS WE USE

Shark Support (our proprietary helpdesk — full training provided) · Shopify · Printify · Slack · Gmail · Google Drive/Sheets · Loox

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REQUIREMENTS

• Stable internet (speed test screenshot required)
• Backup internet or a reliable mobile hotspot — this is a live coverage role
• Unlimited data plan
• Laptop or desktop with working webcam and microphone
• Able to reliably work Monday–Friday mornings, Philippine time
• Looking for long-term, stable work

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HOW TO APPLY

Submit everything as one single OnlineJobs.ph message. Read the entire post before applying.

A) BASIC INFO

• Full name, city/province
• Internet speed test screenshot
• Your desired hourly rate in PHP
• LinkedIn or portfolio link (if applicable)

B) AVAILABILITY — be honest, we will verify
1. Confirm you can commit to 8:00 AM – 1:00 PM Philippine Time, Monday through Friday (shifting to 9:00 AM – 2:00 PM from November to March).
2. Are you currently working with other clients or employers? List each: type of work, weekly hours, how long you've been with them.
3. Given those commitments, what is your realistic weekly capacity for us?
4. If this role grew to more hours over time, what is your maximum weekly availability?
5. Do you have backup internet? Describe it.

C) EXPERIENCE — 3–6 sentences each. Be specific; we can tell when answers are generic.
1. Shopify. Walk us through your most relevant Shopify role. What store, and what did you own end-to-end?
2. Printify / POD. What platform, what brand, what tasks? Order issues, reprints, variant management, uploads? Give a specific example.
3. Process discipline. Describe a multi-step workflow you personally owned. What was the step people most commonly missed — and what did you do to make sure you never missed it?
4. A mistake you made. Tell us about a time you got something wrong at work. How did you find out, what did you do, and what changed afterward? (We're not looking for "I have no weaknesses." We're looking for how you handle being wrong.)
5. Self-starter. A time you saw a problem and fixed it without being asked.

D) FIT
1. Why this role specifically? Not flattery — genuine fit.
2. What would make you leave a job like this one? (Honest answers only. There are no wrong answers, but there are unbelievable ones.)
3. Where do you want to be professionally in 2 years?

E) CUSTOMER SCENARIO

A customer email s:

> "I ordered th