E-Commerce Email Customer Success

JOB OVERVIEW
We're seeking a Customer Support VA who operates as a gatekeeper for our Shopify supplement stores - not just someone who responds to tickets, but someone who actively protects revenue, maintains brand reputation, and keeps operations running smoothly.
You'll have clear SOPs and automation tools, but we need someone who uses judgment, spots patterns, and takes ownership. If you're the type who sees customer support as a revenue center (not a cost center), this role is for you.
What You'll Own:

Handle really high-volume tickets using our automated ticketing system (we do have automations in place, macros and other support tools for this)
Manage subscriptions strategically (retain when appropriate, cancel cleanly when needed)
Track orders through Shopify + 17Track and proactively solve delivery issues
Process refunds/cancellations per policy while protecting against abuse
Escalate chargebacks, legal threats, or policy violations with context
Maintain inbox to zero daily - nothing falls through the cracks
Flag operational issues (supplier delays, product complaints, system bugs)

You're the Right Fit If You:

Have proven Shopify + Richpanel (or Gorgias/Zendesk) experience
Write clearly in English and type fast
Can follow SOPs but know when to deviate with good reason
Read between the lines - you catch fraud, serial refunders, and escalation risks
Are obsessively detail-oriented
Want a long-term role where competence = responsibility + growth

Starting with a 2-week paid trial. After successful completion, this becomes a stable, long-term position.

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