Ecommerce Customer Support & Admin VA

Role: Ecommerce Customer Support & Admin VA

Business: Ferguson's Treatos — Australian Natural Dog Treats

Hours: 4 hours per day — part time

Rate: From $8 AUD/hr on a contractor basis

⚠ Experience working with Australian businesses is a must. Applications without ecommerce customer support and Shopify experience will not be considered.

About the Role

We are a fast-growing, family-owned Australian ecommerce brand selling 100% natural air dried dog treats — single protein, no additives, no preservatives. Made and shipped from Melbourne, we have a passionate customer base of dog lovers across Australia and New Zealand who care deeply about what goes into their dog's body.

We are looking for a skilled Ecommerce Customer Support and Admin VA to manage customer enquiries, support our growing community and keep our Shopify store running smoothly day to day. You will be the first point of contact for our customers — warm, responsive and genuinely helpful in every interaction. Strong written English and experience working with Australian businesses is a must.

What You'll Be Doing

• Respond to customer service emails promptly and professionally
• Handle customer support enquiries across all ecommerce channels — email, social media and chat
• Manage customer relationships and follow up on open enquiries to resolution
• Respond to social media comments and direct message enquiries
• Follow up with customers for video and photo content submissions — collecting customer clips for Reels and social content
• Manage and coordinate customer and affiliate relationships
• Update products, descriptions and content in Shopify
• General Shopify ecommerce administration — orders, inventory updates and store maintenance

What We're Looking For

Must Have

• Ecommerce customer support experience — responsive, professional and warm
• Shopify experience — comfortable navigating and managing the backend
• Experience working with Australian businesses — understands Australian customers and communication style
• Strong written English — clear, warm and professional in every customer interaction
• Excellent communication and customer service skills
• Comfortable managing customer and affiliate relationships
• Organised and reliable — nothing falls through the cracks
• Self-managed — works independently to a high standard

Bonus Points

• Experience in pet, consumer goods or ecommerce product brands
• Social media management experience — Instagram, Facebook or TikTok
• Experience coordinating user-generated content or affiliate programs
• Klaviyo or email marketing experience

What to Include in Your Application

• Cover letter — tell us about your ecommerce customer support and Shopify experience and your experience with Australian businesses
• Resume or LinkedIn profile
• Examples of customer support work — templates, processes or case examples you have managed
• Applications without Shopify and ecommerce customer support experience will not be considered

Pay: From Php345.00 per hour

Work Location: Remote