Custom Support VA

We're a growing DTC e-commerce company launching a brand-new brand, and we're looking for an experienced Customer Support specialist to help us build it from the ground up.

This is not a "follow the script" role. You'll be working directly with the founder to write and refine our customer support SOPs from scratch, covering order issues, refunds, shipping, product questions, subscription management, and escalations. We need someone who has done CS for a DTC/e-commerce brand before and knows what good support actually looks like, because you'll be helping us define the standard, not just follow it.

What you'll do:

Handle day-to-day customer support tickets (email + chat)
Work closely with the founder to document and build out our support SOPs
Identify common customer questions and turn them into repeatable processes
Later: help build and train our AI support responses inside Commslayer (our helpdesk/AI tool) so we can scale support intelligently

What we're looking for:

2+ years of customer support experience for a DTC / e-commerce / Shopify brand
Excellent written English (this is a writing-heavy role)
Experience with a helpdesk tool (Gorgias, Zendesk, Commslayer, Freshdesk, etc.)
Someone proactive who can think through a problem and document a process clearly
Bonus: experience writing SOPs or working with AI/automated support

The setup:

Starting part-time, but this will move to full-time quickly for the right person as the brand grows
Long-term role, we want someone who grows with us.