Shopify Customer Service VA — Email Support & Pacific Daytime Coverage

Brooks & Beck is a growing Shopify footwear and apparel brand. We've done over $1 million in sales over the past 2 months.

We are adding an experienced customer service VA to our support team.

This is a long-term opportunity starting with a paid trial at 20–30 hours per week. Pay is US$7–10/hour depending on experience. There is potential to increase to 40 hours per week based on business needs and performance; full-time hours are not guaranteed. Any ongoing changes to weekly hours will be discussed in advance.

COVERAGE
We need consistent coverage during North American daytime hours, particularly Pacific Time (Vancouver). We will agree on fixed working days and shifts before you start. Please provide your exact availability in Pacific Time and Philippines time, including weekends. Our agreed schedule follows Vancouver local time.

Other clients are fine outside your agreed shift, but our working hours must be dedicated with no overlapping client work. You must personally do the work.

WHAT YOU WILL DO

• Answer customer email s in Gmail clearly, accurately and efficiently.
• Search the customer's email address and read recent communication before replying, so we do not send conflicting or duplicate answers.
• Prioritize cancellations, unwanted duplicate items, and address or size changes before orders ship.
• Check Shopify order/payment records, shipment tracking and fulfillment updates before making a promise.
• Handle returns, exchanges and refunds under our policies, checking what has already been processed to avoid duplicate refunds.
• Coordinate with our fulfillment team in ---------- , check back on requests, complete the appropriate Shopify action and update the customer. A supplier reimbursement is not the same as a customer refund.
• Listen to voi cemail recordings and arrange the appropriate customer follow-up.
• Answer sizing and product questions using the resources provided; ask when something is unclear.
• Leave a short handover for urgent unfinished work at the end of your shift.

WHAT WE ARE LOOKING FOR

• Hands-on Shopify or ecommerce customer support experience, ideally in footwear or apparel.
• Excellent written English and a calm, helpful communication style.
• Experience with order tracking, cancellations, returns, exchanges, refunds and customer complaints.
• Strong attention to detail: correct customer, order, item, amount and recipient every time.
• Reliable attendance during agreed shifts and consistent follow-through.
• Comfortable using Gmail, Shopify, spreadsheets and ---------- . Helpdesk experience is a plus, but our current reply workflow is Gmail.
• A reliable computer and internet connection, with a practical backup plan for outages.

We provide policies, templates, product information and training. You may use ChatGPT to help draft replies, but must check every draft against the customer's actual request and order facts before sending. We value accurate resolutions and timely follow-up, not just a high reply count.

HOW TO APPLY
Please begin your application with “Shopify BB Support App” and answer these five questions:
1. Describe your Shopify/ecommerce support experience, the product categories you supported and the tools you used.
2. What is your hourly rate and earliest start date?
3. What exact days and hours can you consistently work? Please give Pacific Time and Philippines time, including weekend availability and any other work commitments that affect your schedule.
4. Approximately how many customer email s did you handle during a typical shift, how long was the shift, and what types of issues were involved?
5. A customer says: “I only wanted one jacket, not three. Cancel the extras before shipping.” Shopify says fulfilled, but tracking says “information received.” What would you check and do first? Write your customer reply and explain how you would follow up without promising an unconfirmed cancellation.

Shortlisted applicants will have a brief interview and a short paid practical assessment using sample cases. The assessment scope, payment and trial terms will be agreed before any work begins. We are looking for someone who can start soon and build a long-term working relationship.