Customer Service VA

We run a supplement brand selling in the US and the UK. We're hiring a Customer Service VA to own our support queue — email , DMs, and reviews — and resolve customer issues properly the first time.

WHAT YOU'LL DO

• Work the support queue daily and keep it clear
• Handle order and delivery issues: tracking, delays, lost parcels, address changes
• Answer product questions strictly within our approved claims language
• Process refunds, replacements, and exchanges
• Handle chargebacks and payment disputes, and build the evidence to win them
• Respond to product and store reviews
• Log every interaction and decision properly so nothing gets lost between agents
• Flag recurring issues so we can fix the root cause instead of answering the same ticket forever

You will be given full written processes and training when you start. We're not looking for someone to invent a system — we're looking for someone who follows one precisely and uses good judgment at the edges.

NON-NEGOTIABLE: HEALTH CLAIMS

This is a supplement brand in two regulated markets. You will never tell a customer a product will treat, cure, prevent, or improve any medical condition, and you will never go beyond our approved claims language — not even to calm an angry customer or save a sale. We train you on exactly what you can and cannot say. One agent improvising here creates a real legal problem for the business, so this is the one rule we will not flex on.

WHAT WE'RE LOOKING FOR

• Excellent written English — warm, plain, professional. No jargon, no stiff template voice
• Previous customer service experience for an eCommerce brand (tell us which)
• Comfortable in Shopify admin and a helpdesk tool (Gorgias, Zendesk, Reamaze, or similar)
• Able to follow a documented process precisely, especially where money is involved
• Good judgment on when to resolve and when to escalate, without asking about every single ticket
• Calm with angry customers. You de-escalate instead of matching their energy, and you don't hand out refunds just because someone is loud
• Reliable internet, quiet workspace, consistent daily schedule with some overlap with US hours

NICE TO HAVE

• Experience in supplements, health, or another regulated category
• Experience handling chargebacks and payment disputes

WHAT YOU GET

• Long-term role. We want someone who grows with the brand, not a three-month placeholder
• Full training and written processes so you are never guessing
• Paid training period, then a fixed weekly schedule
• Performance-based raises

HOW TO APPLY

Reply with:

1. Start your message with the word "CHERRY" so we know you read the whole post.
2. The eCommerce brands you've supported, and what you handled.
3. The helpdesk and tools you've used.
4. Answer this scenario in your own words:

A customer email s two weeks after her order arrived. She says the product "isn't working," she feels no different, and she wants a full refund. She adds that if she doesn't get one, she will dispute the charge with her bank and leave a public review.

Write the exact reply you would send her, then in one or two lines explain why you handled it that way.

Applications missing #1 or #4 will not be reviewed. Everyone who follows the instructions gets a reply.