Customer Service and Shopify Order Support VA (US Family Ranch)

About Us
Beauty and the Beef is a small family cattle ranch in Montana, USA. We raise our own cattle and ship beef straight to families' doors. There's no grocery store and no middleman. Our customers know us by name, and that's the whole point. This role is the voice our customers hear and read every day.

About the Role
We're looking for a warm, organized Customer Service and Shopify Order Support VA. You'll answer customers, keep orders moving, and work closely with our ranch, which packs and ships every order. You're the last set of eyes before a perishable product ships to someone's door, so details matter here.

You won't be starting from scratch. You'll have step-by-step SOPs and an AI help desk trained on the owner's own answers, so you can look up how we handle almost any question.

Pay

$9 to $10 USD per hour, based on experience
Paid weekly in USD
A raise after a successful 30 day trial

Schedule

Part-time, about 10 hours per week
Monday to Friday, 9 to 11 AM US Mountain Time (currently 11 PM to 1 AM Philippine time, and midnight to 2 AM after November 1)
More hours during our busy season in November and December, including some Saturday mornings
This role may start seasonal, with the chance to become long-term

What You'll Do

Answer customer email s, texts and Shopify chat in a friendly, natural way
Explain bulk beef to people who've never bought it before: how deposits work, how much freezer space they'll need, and when it ships
Follow up with customers before and after their orders ship
Organize Shopify orders so the ranch knows exactly what to pack
Prepare shipping labels
Keep order tracking spreadsheets up to date
Remind deposit customers about balances and coordinate shipping dates
Order the free chest freezers that come with half and whole beef shares with Amazon Business account
Suggest add-ons and upgrades in a helpful, never pushy way
Log new customer questions so our help desk keeps getting smarter
On occasion you'll be speaking with our customers so having great speaking skills is essential for this role.

Our Customer Contact Rule
Texts and email s to customers only go out between 8 AM and 8 PM in the customer's time zone. If you're working outside those hours, you schedule the message instead of sending it. Our customers should never get a text in the middle of the night.

Tools You'll Use
Shopify, Shopify Inbox, Gmail, a business texting app, Google Sheets, Amazon Business, and ClickUp. You'll be trained on all of them but ideally you already are familiar. Priority for this job will be given to those who are experts in Shopify.

Skills You Need

Shopify experience (required): you've managed orders, customers or products in Shopify before
Customer service experience: you've answered real customers by email , chat or text, and can tell us for whom
Excellent spoken and written English: our customers are American, so you should sound warm, natural and confident, not scripted
Clear, confident texting: you can deliver bad news, like a delayed ship date, in a few friendly sentences without over-apologizing
Explaining the unfamiliar: you're comfortable walking someone through a product they've never bought before
Spreadsheets: you're comfortable in Google Sheets or Excel, and you've built or kept up a tracker someone else relied on
Shipping: you've prepared shipping labels or worked in a shipping platform (ShipStation, Shopify Shipping, etc.)
Organization under volume: you can keep 40+ orders straight and have a system for it with Shopify customer exports, turning them into spread sheets.
Eye for detail: you're the kind of person who catches someone else's mistake before it goes out
Independence: you can manage your own hours without someone checking in
Gentle upselling: you can suggest an add-on or upgrade without being pushy. You will be provided a list of what you can upsell.

Nice to Have but not essential

Agricultural or farm experience
You've bought bulk beef yourself, or you know someone who has
If you have neither thats fine, a love for western US culture is good also. Think Yellowstone.
Experience with Drip or other email and SMS tools
Experience with ClickUp or AI tools
E-commerce or food product experience

How to Apply
Read carefully. Applications that skip any step won't be reviewed.

1. Send us a message with the subject line "BRISKET - [Your Name]"

2. In your message, answer these briefly:

Can you work Monday to Friday, 9 to 11 AM US Mountain Time?

What does your availability look like for extra hours in November and December, our busiest season?

Tell us about your Shopify and customer service experience. What did you do, and for whom?

Walk us through how you'd keep 40 orders organized so the ranch knows exactly what to pack each day.

Tell us about a time you caught someone else's mistake before it went out.

Write a short text to a customer letting them know their order ships Thursday instead of Tuesday. Keep it under 4 sentences.

3. ESSENTIAL: Include a link to a video of 3 minutes or less (Loom, or an unlisted YouTube or Google Drive link). Make sure we can see and hear you clearly. The ranch owner will listen to the top videos, so this is your first impression with her. Include all three parts below.

Part 1: Introduce yourself (about 30 seconds). Tell us your name, where you're from, and your customer service or Shopify experience.

Part 2: Read this script out loud, like you're on the phone with a customer.

"Hi, this is [your name] with Beauty and the Beef! I saw your question and figured it would be better just to call. I'd be happy to help you figure out what size beef share is right for your family. Can I ask how many people you're feeding, and how often you cook beef during the week? Perfect. For a family your size, a lot of our customers love the half beef. It keeps you guy fed for at least 6 months, and every cut is vacuum sealed and labeled. Also if you do wanna go in on a half beef were running a promotion right now where we will also send you freezer to store it in. Totally free.

Would you like me to send you the link so you can take a look?"

Part 3: Answer this customer question in your own words (no script).

"Hi, my beef box just arrived and a couple of the packages feel a little soft. Is that okay? What should I do?"

We're not grading whether you know our exact policy. We want to hear how you'd make this customer feel taken care of.