E-commerce Customer Support & Operations VA — Shopify, Subscriptions & Supplier Coordination

Your primary responsibility will be managing our customer-support inbox, particularly questions about subscriptions, cancellations, refunds, returns, shipping, and product orders. You will also assist the founder through WhatsApp with supplier communication, fulfillment follow-ups, inventory coordination, and general e-commerce operations.
This is not a basic copy-and-paste customer-service position. You must read the entire conversation, check the customer’s order history, understand what actually happened, and provide an accurate resolution without making unauthorized promises.

Customer-support responsibilities

Respond to customer email s professionally and clearly.

Manage subscription cancellations, pauses, skips, and delivery-frequency changes.
Review order and subscription timelines before responding.
Explain subscription enrollment and renewal terms accurately when customers claim they did not subscribe.
Attempt reasonable retention when appropriate without preventing customers from canceling.
Handle returns, refunds, shipping problems, missing packages, and damaged products.
Recognize high-risk tickets involving chargebacks, fraud accusations, legal threats, or public complaints and escalate them immediately.
Maintain fast response times and ensure no ticket is ignored.
Create and improve reusable response templates based on recurring situations.
Keep accurate notes about every action taken.
Operations and supplier responsibilities
Communicate with manufacturers, fulfillment partners, and other suppliers through WhatsApp and email .
Follow up on quotes, samples, invoices, production timelines, inventory, and shipments.
Request and organize supplier documents, product specifications, packaging details, and quality-control information.
Track outstanding tasks and follow up persistently until they are completed.
Summarize important supplier conversations for the founder.
Assist with Shopify orders, product information, spreadsheets, and other administrative tasks.
Required qualifications
Excellent written and spoken English.
Previous Shopify customer-support experience.
Experience with subscription businesses is strongly preferred.
Strong judgment and attention to detail.
Able to remain calm with angry or confrontational customers.
Comfortable communicating with international suppliers through WhatsApp.
Able to work independently and follow detailed SOPs.
Reliable computer, stable internet connection, and fast response times.
Important rules
Never claim an order was canceled, refunded, or modified without verifying it.
Never send a generic response without reading the customer’s previous email s.
Never substitute a subscription pause for a requested cancellation without the customer’s approval.
Never admit company fault before reviewing the records.
Never argue emotionally with a customer.
Never promise a refund outside the approved refund policy.
Escalate chargeback threats, fraud allegations, legal threats, and unusual cases.
Protect customer relationships while also protecting the company from false or inaccurate claims.
To apply
Begin your application with the words “ECOM SUPPORT PROOF” so we know you read the complete posting.
Please include:
Your previous Shopify and e-commerce support experience.
Which helpdesk and subscription applications you have used.
Your availability and time zone.
Your expected monthly salary.

A written response to this example customer email :
“I did not order this. Cancel everything and refund me immediately or I will contact my credit card company.”
Explain what information you would verify before responding and write the response you would send.
Applications without the requested test will not be considered.

With bonuses, salary will increase easily to $900 or $1000 a month.

A year of experience in the email supports field, specially if you are sound with these, let us know.

Platforms you will use
Commslayer: Our customer-support inbox, similar to Gorgias. You will use it to read complete email threads, respond to customers, organize tickets, use templates, add notes, and escalate sensitive cases.
Whop Dashboard: Our order and subscription-management platform, similar to Shopify. You will use it to review customer records, verify transaction timelines, and manage cancellations, pauses, skips, and subscription changes.
WhatsApp: Used for daily communication with the founder, suppliers, manufacturers, and fulfillment partners.
Google Sheets: Used to track supplier requests, inventory, customer-support issues, refunds, and outstanding operational tasks.
Previous experience with Gorgias, Shopify, Recharge, Skio, Loop, or similar platforms is highly transferable. Direct experience with Commslayer or Whop is helpful but not required—we will provide training. However, you must be technically comfortable and able to learn new software quickly.
Update the responsibilities with:
Manage the complete customer-support inbox through Commslayer.
Read the entire ticket history before responding; never answer based only on the latest message.
Review orders, payments, and subscription timelines inside Whop before giving the customer an explanation.
Manage subscription cancellations, pauses, skips, and frequency changes through Whop.
Confirm that every requested action was successfully completed before telling the customer.
Communicate with the founder and suppliers through WhatsApp.
Maintain clear internal notes so every customer and supplier issue has a documented history.
Update the required qualifications with:
Experience with Gorgias, Shopify, Recharge, Skio, Loop, Whop, Commslayer, or comparable platforms.
Comfortable learning a Shopify-like order dashboard and a Gorgias-like support inbox.
Strong ability to investigate an order and subscription timeline before responding.