Customer Support VA

Job Summary:
We're keen to bring on an experienced E-commerce Customer Support & Operations Specialist to own our daily store operations and customer communications. The role sits at the centre of our order flow — fielding customer emails, running orders end to end in WooCommerce, working with suppliers, and looking into new products for our catalogue. We need someone who has genuinely run an online store before, not a general administrative assistant looking to move into e-commerce.

Key Responsibilities:

• Reply to customer inquiries by email covering order status, shipping timelines, product questions, returns, and refunds
• Run the full order lifecycle in WooCommerce, processing, fulfilment, tracking, cancellations, and refunds included
• Work directly with suppliers on order placement, stock availability, shipping timelines, and issue resolution
• Track and settle shipping exceptions such as delays, lost parcels, and incorrect or damaged deliveries
• Process returns, replacements, and refunds in line with store policy
• Look into and source new products, weighing suppliers on cost, quality, shipping reliability, and margin potential
• Put together and hold product listings in WooCommerce and WordPress, titles, descriptions, images, variations, pricing, and inventory levels included
• Watch for recurring customer complaints and flag product or supplier quality issues before they escalate
• Hold accurate records of orders, customer tickets, and supplier correspondence
• Keep inventory and product data current across the store

Mandatory Skills:

• Proven hands-on experience in e-commerce or dropshipping operations — not general administrative support
• Direct working experience with WooCommerce, order management, product uploads, inventory updates, and refunds included
• Working knowledge of WordPress, moving around the dashboard, editing product pages, and basic troubleshooting included
• Excellent written English suited to customer-facing email support — clear, professional, and empathetic
• Experience owning end-to-end order management, shipping problems, returns, and refunds included
• Demonstrated experience in product research and supplier sourcing, weighing cost, quality, and delivery reliability
• Comfortable across supplier platforms, tracking tools, and spreadsheets
• Dependable, precise, and able to work with little supervision
• Strong communication skills with fast, consistent responsiveness

Preferred Skills:

• Experience with dropshipping supplier platforms such as AliExpress, CJdropshipping, Spocket, or similar
• Familiarity with helpdesk software such as Zendesk, Gorgias, Freshdesk, or Help Scout
• Basic image editing for product listings using Canva, Photoshop, or equivalent
• Experience with further e-commerce platforms such as Shopify or BigCommerce
• Familiarity with payment gateways and handling disputes or chargebacks through PayPal or Stripe
• Basic grasp of product page SEO and conversion-focused product copy
• Ability to juggle several priorities at once without dropping details

Why Join Us:
This role carries real ownership — you'll be the person customers hear from and the person keeping our operations running smoothly. You'll work closely with a hands-on team that values initiative, clear communication, and people who catch problems before they become problems. There's genuine room to grow as the store widens.