E-commerce Virtual Assistant

Job Summary:
We're seeking a seasoned E-commerce Customer Support & Operations Specialist to take charge of our daily store operations and customer communications. The position sits at the heart of our order flow — fielding customer emails, running orders end to end in WooCommerce, liaising with suppliers, and researching new products for our catalogue. We want someone who has truly run an online store before, not a general administrative assistant looking to step into e-commerce.

Key Responsibilities:

• Answer customer inquiries by email spanning order status, shipping timelines, product questions, returns, and refunds
• Run the full order lifecycle in WooCommerce, covering processing, fulfilment, tracking, cancellations, and refunds
• Liaise directly with suppliers on order placement, stock availability, shipping timelines, and issue resolution
• Follow and clear shipping exceptions such as delays, lost parcels, and incorrect or damaged deliveries
• Handle returns, replacements, and refunds in keeping with store policy
• Research and source new products, weighing suppliers on cost, quality, shipping reliability, and margin potential
• Build and look after product listings in WooCommerce and WordPress, including titles, descriptions, images, variations, pricing, and inventory levels
• Watch for recurring customer complaints and raise product or supplier quality issues before they grow
• Keep accurate records of orders, customer tickets, and supplier correspondence
• Hold inventory and product data current across the store

Mandatory Skills:

• Demonstrated practical experience in e-commerce or dropshipping operations — not general administrative support
• Direct working experience with WooCommerce, spanning order management, product uploads, inventory updates, and refunds
• Working knowledge of WordPress, including moving around the dashboard, editing product pages, and basic troubleshooting
• Excellent written English fit for customer-facing email support — clear, professional, and empathetic
• Track record owning end-to-end order management, including shipping problems, returns, and refunds
• Proven ability in product research and supplier sourcing, weighing cost, quality, and delivery reliability
• At ease across supplier platforms, tracking tools, and spreadsheets
• Dependable, precise, and capable of working with minimal oversight
• Strong communication skills with quick, steady responsiveness

Preferred Skills:

• Exposure to 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 in Canva, Photoshop, or equivalent
• Background with further e-commerce platforms such as Shopify or BigCommerce
• Familiarity with payment gateways and working through disputes or chargebacks in PayPal or Stripe
• Basic grasp of product page SEO and conversion-focused product copy
• Capacity to hold multiple priorities at once without letting details slip

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