Operations Assistant for Growing U.S. E-commerce Store | Shopify, CRM & Customer Support

Hi!

I’m looking for a reliable full-time E-commerce Operations Assistant to help with daily operations for a growing online-only store in the U.S. market.

We sell high-value products in categories such as outdoor living, e-bikes, saunas, off-grid products, power products, and lifestyle products, with more brands and product categories being added over time.

This is not a simple one-product dropshipping store. We work with multiple brands and suppliers, and many products are shipped directly from suppliers or manufacturers. Each brand can have different prices, margins, shipping rules, lead times, product details, warranties, return policies, and supplier requirements.

Because of this, attention to detail is very important. A wrong price, wrong product detail, missed follow-up, or incorrect promise to a customer can create serious problems.

This is a full-time position, not a “work whenever you want” role. Since this position involves customer emails, SMS, calls, supplier follow-ups, abandoned checkout follow-ups, Shopify tasks, and order updates, you must be available during agreed U.S. business hours, ideally between 9:00 AM and 5:00 PM Eastern Time.

We are still in the early stages as a business, but our goal is to grow and scale. We are looking for someone long-term, reliable, committed, detail-oriented, and proactive who can grow with us. As the business grows, tasks may become more specialized, but this role requires someone who can understand a little bit of everything at the beginning.

Responsibilities and hourly rate can increase based on performance, reliability, communication, and the value you bring to the company.

Main tasks may include:

* Responding to customer emails, SMS, and calls in English.
* Making and answering customer calls when needed.
* Following up with customers about quotes, pending payments, abandoned checkouts, delivery updates, product questions, and order issues.
* Following up with suppliers about stock, pricing, shipping, product details, lead times, tracking, freight delivery, warranty cases, and order updates.
* Updating customers about order status, delivery updates, supplier responses, delays, and next steps.
* Checking product prices, supplier costs, margins, shipping costs, MAP rules, and competitor pricing.
* Comparing our prices with U.S. competitors.
* Using a VPN when needed to view U.S. pricing, competitor websites, and product availability.
* Helping with Shopify product uploads and product updates.
* Creating, editing, and improving Shopify product listings using supplier information.
* Reviewing product titles, descriptions, specifications, images, SEO titles, meta descriptions, tags, collections, warranty details, shipping details, and product page accuracy.
* Identifying missing product information, incorrect specs, weak descriptions, pricing issues, or product pages that need improvement.
* Keeping CRM sheets and internal spreadsheets organized.
* Updating customer notes, supplier notes, order notes, lead status, and follow-up status.
* Helping with warranty, return, cancellation, delivery, and supplier communication.
* Assisting with documentation for warranty claims, returns, delivery issues, disputes, and chargebacks when needed.
* Preparing draft responses for customer issues when needed.
* Following SOPs, training videos, examples, and instructions carefully.
* Suggesting improvements to processes, product pages, customer communication, follow-ups, spreadsheets, or SOPs after learning how the business works.

You will not be expected to know everything on day one. The first week will focus on training, onboarding, and learning how our process works. We may use Zoom calls, Google Meet calls, training videos, SOPs, examples, and internal documents to explain tasks clearly.

I prefer someone who asks questions before guessing, especially when dealing with customers, suppliers, pricing, shipping, returns, warranties, or order issues.

Important:

You should not promise customers exact delivery dates unless they are confirmed.

You should not approve refunds, returns, cancellations, discounts, disputes, or compensation unless management specifically authorizes it.

You must be careful when checking prices because different brands have different margins, supplier costs, shipping fees, MAP rules, and competitor pricing.

Requirements:

* Advanced written and spoken English for U.S. customer communication.
* Confident speaking with U.S. customers by phone in clear, professional English.
* Comfortable answering calls, making follow-up calls, replying to SMS, and handling customer issues professionally.
* Able to communicate clearly when there is a delay, delivery concern, warranty issue, return request, or customer complaint.
* Experience with Shopify, e-commerce operations, customer support, product listings, SEO edits, pricing checks, or virtual assistant work.
* Experience with high-ticket e-commerce, supplier-direct shipping, freight products, warranty cases, returns, or multi-brand online stores is strongly preferred.
* Experience using Google Sheets, CRM sheets, spreadsheets, or similar tools to stay organized.
* Available full-time during agreed U.S. business hours, ideally between 9:00 AM and 5:00 PM Eastern Time.
* Must have reliable internet.
* Must be able to use a VPN when needed.
* Strong attention to detail.
* Organized and able to keep accurate notes.
* Able to follow step-by-step instructions carefully.
* Able to ask questions when something is unclear instead of guessing.
* Able to work with urgency when a task is assigned.
* Able to suggest useful ideas or improvements after understanding the business process.
* Experience using Slack or similar communication tools is a plus, but not required.

Examples of tasks you may receive:

* “Check if this product is in stock with the supplier and confirm the shipping cost.”
* “Reply to this customer asking for a delivery update.”
* “Call this customer and confirm their shipping address.”
* “Call or text this customer who started checkout but did not complete the order.”
* “Compare our price with this competitor and calculate the margin.”
* “Update the CRM sheet with the customer status and next follow-up.”
* “Check if this product page is missing warranty, shipping, or specification details.”
* “Upload these products to Shopify using this supplier page.”
* “Review this product listing and improve the title, description, specifications, SEO title, and meta description.”
* “Follow up with this supplier about tracking or freight delivery.”
* “Review this customer issue and prepare a draft response.”

How to apply:

Please message me here if you are interested.

To show that you read the full post carefully, start your message with:

“Hi Chris, I can help with U.S. e-commerce operations.”

Also, somewhere in your application, mention:

“CRM sheet”

Please do not send a generic cover letter. I want to understand your real experience, communication style, and judgment, so please answer in your own words and do not use AI-generated responses.

Please include a short video recording speaking in English. This can be a Loom video, Google Drive link, or any similar link. Please make sure the link is accessible.

The video will help us evaluate your spoken English, clear pronunciation, confidence, and overall communication skills when speaking with U.S. customers.

Please do not read directly from AI-generated text or scripts. We want to hear you speaking naturally in your own words so we can better understand your real communication style and confidence level.

Please try not to read directly from a script. It is better if the video feels natural and conversational, using your own words and ideas. This helps us understand your real communication style, confidence, and how you would speak with customers.

In your message or video, please answer these questions:

1. Have you worked with Shopify, customer service, or e-commerce operations before? Explain briefly.

2. Have you worked with high-ticket e-commerce products, supplier-direct shipping, freight items, or multi-brand online stores before? If yes, please explain your experience.

3. Are you comfortable speaking with U.S. customers by phone in English?

4. Are you available full-time during U.S. business hours, ideally between 9:00 AM and 5:00 PM Eastern Time?

5. Have you used Google Sheets, CRM sheets, or spreadsheets to manage customer/order information?

6. Have you helped create, edit, or improve Shopify product listings before? If yes, what parts have you handled? For example: product titles, descriptions, specifications, images, SEO titles, meta descriptions, tags, collections, or pricing.

7. If you have worked with other e-commerce stores before, what is one process, system, product page, or customer communication workflow you helped improve?

8. A customer asks for an exact delivery date, but the supplier only gave an estimated transit time. How would you respond?

9. Before telling a customer that a product is in stock, what would you check?

10. If a customer asks for a refund, discount, cancellation, return, dispute update, or compensation, what would you do before confirming anything?

11. Are you able to use a VPN to check U.S. competitor pricing and product availability?

12. What is your expected hourly rate?

We are looking for someone who does more than just complete assigned tasks. We value someone who can think, ask good questions, suggest improvements, and help us improve our systems as we grow.

Applications that do not follow these instructions will not be considered.

Thanks!

Chris