Virtual Assistant – Ecommerce Customer Support

We are a small, family-run business led by Kirsty and Andy, with a growing team of Virtual Assistants who support ecommerce business owners with the day-to-day tasks that keep their stores running smoothly. Our primary focus is customer service, with additional support across inventory management, order management, Shopify tasks, and general ecommerce admin.

We are looking for an experienced Ecommerce Virtual Assistant to join our team for an initial 10 hours per week, with room to grow. Ideally, this role will expand into a regular part-time employee position as our business continues to grow.

About the Role

The main focus will be on managing customer service inboxes for e-commerce brands. This includes checking and responding to customer enquiries twice daily, Monday to Friday, during business hours.

Your main responsibilities will include:

• Managing customer service and customer enquiries via a helpdesk platform.
• Checking inboxes twice daily, Monday to Friday, during business hours
• Assisting with order updates, refunds, returns, and exchanges
• Escalating questions or issues when needed

Over time, the role may expand to include:

• Supporting Shopify store tasks
• Assisting with inventory and order management
• Helping with general ecommerce admin as required

About You

You are organised, reliable, and confident working with ecommerce businesses. You understand the importance of friendly, efficient customer service. You are someone who can think for yourself, use initiative, and look for solutions rather than waiting to be told every step. You are confident asking questions when needed, but you are also able to think outside the box, problem-solve, and use good judgement when supporting customers and clients.

You will ideally have:

• Experience in ecommerce customer service
• Strong written communication skills
• Good attention to detail
• Experience using Shopify
• Confidence working independently and managing tasks remotely
• Knowledge of Gorgias and/or Richpanel is highly preferred
• A proactive attitude and willingness to learn

Role Details

Hours: Starting at 10 hours per week

Location: Remote

Position type: Subcontractor to begin, with the opportunity to grow into a part-time employee role

Start date: ASAP

This role would suit someone who is looking for consistent, flexible work with a growing, family-run Virtual Assistant business and has a genuine interest in supporting ecommerce brands.

To Apply

Please send through your resume and a brief introduction outlining your ecommerce experience, customer service background, and any platforms you have worked with, including Shopify, Gorgias, or Richpanel.