Customer Support / VA

E-commerce Customer Support VA — Italian Market

I run a growing Shopify fashion store serving the Italian market. I am looking for a reliable, motivated and experienced Virtual Assistant to take ownership of customer support and order-related administration.

The goal is for you to manage the customer support inbox independently after the onboarding period, following clear guidelines and escalating only cases that genuinely require approval.

Tasks

* Handle customer emails in Italian using a professional, friendly and on-brand tone
* Manage the full customer support inbox
* Respond to customers promptly
* Process refunds, cancellations and returns according to clear guidelines
* Assist with chargeback and dispute documentation
* Handle general Shopify administration, including orders, tracking and customer issues
* Document recurring situations and solutions to improve internal processes

Requirements

* Proven customer support experience within e-commerce
* Hands-on experience working with Shopify
* Experience handling orders, refunds, returns and delivery-related questions
* Strong ability to work with AI and translation tools
* Ability to produce accurate and natural Italian communication, not raw or obvious machine translation
* Detail-oriented and trustworthy when handling orders and refunds
* Able to follow SOPs and make independent decisions within clear guidelines
* Reliable, responsive and available at the agreed times
* Interested in a long-term position with increasing responsibilities and hours

Availability and response times

The position starts at approximately 8 hours per week. However, fast customer response times are essential.

The working hours must therefore be spread across approximately 5–6 days per week, rather than completed in one or two long work sessions.

You will be expected to check the inbox at agreed times throughout the day and respond promptly, even while the total weekly workload is still limited.

The number of hours will progressively increase as the business grows. This is intended to become a long-term and larger role for the right person.

To apply

Please briefly describe:

* Your relevant e-commerce customer support experience
* Your hands-on Shopify experience
* The types of refunds, returns or customer issues you have handled
* Your comfort level working with Italian-language customer communication
* Your current availability
* Whether you can spread the hours across 5–6 days per week
* How many hours per week you could eventually increase to

Applications submitted with fewer than 8 application points will not be reviewed.