E-commerce Operations VA

Job Summary:
We'd be delighted to bring on a seasoned E-commerce Customer Support & Operations Specialist to take charge of our daily store operations and customer communications. The position sits at the centre of our order flow — handling customer emails, steering orders end to end in WooCommerce, coordinating with suppliers, and researching new products for our catalogue. We need someone who has truly run an online store before, not a general administrative assistant looking to shift into e-commerce.

Key Responsibilities:

• Reply to customer inquiries by email spanning order status, shipping timelines, product questions, returns, and refunds
• Steer the full order lifecycle in WooCommerce, taking in processing, fulfilment, tracking, cancellations, and refunds
• Coordinate 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
• Research and source new products, sizing up suppliers on cost, quality, shipping reliability, and margin potential
• Create and look after product listings in WooCommerce and WordPress, taking in titles, descriptions, images, variations, pricing, and inventory levels
• Keep watch on recurring customer complaints and flag product or supplier quality issues before they escalate
• Keep accurate records of orders, customer tickets, and supplier correspondence
• Keep inventory and product data current across the store

Mandatory Skills:

• Proven hands-on track record in e-commerce or dropshipping operations — not general administrative support
• Direct working time with WooCommerce, taking in order management, product uploads, inventory updates, and refunds
• Working knowledge of WordPress, taking in moving around the dashboard, editing product pages, and basic troubleshooting
• Excellent written English suited to customer-facing email support — clear, professional, and empathetic
• Track record taking charge of end-to-end order management, taking in shipping problems, returns, and refunds
• Demonstrated ability 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 under your own steam
• Strong communication skills with fast, steady responsiveness

Preferred Skills:

• Practical time 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
• Practical time with further e-commerce platforms such as Shopify or BigCommerce
• Familiarity with payment gateways and handling disputes or chargebacks through PayPal or Stripe
• Basic command of product page SEO and conversion-focused product copy
• Capacity to juggle several priorities at once without dropping details

Why Join Us:
The position 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 prizes initiative, clear communication, and people who catch problems before they become problems. There's genuine room to grow as the store scales.