Customer Support VA

About XANS

XANS is a growing online clothing brand looking for a reliable, detail-oriented Customer Support Virtual Assistant to manage our Instagram DMs and Gmail customer-support inbox.

This is a long-term position for someone who writes clearly, communicates professionally, understands streetwear customers, and can handle customer service, sizing questions, promotional inquiries, and collaboration requests.

Main Responsibilities

• Respond to customer inquiries through Instagram DMs and Gmail
• Answer questions about products, sizing, fit, shipping, tracking, orders, discount codes, and product availability
• Recommend clothing sizes based on the customer’s height, weight, and preferred fit
• Check Shopify and carrier tracking before providing order updates
• Respond to promotional, modeling, influencer, and collaboration inquiries
• Collect relevant information from creators, including their social media username, follower count, average views, location, clothing size, and requested collaboration
• Use our approved templates while making each response sound natural and personal
• Direct customers to the XANS website and mention that we ship worldwide when relevant
• Assist with incomplete addresses, delayed shipments, delivery problems, and tracking concerns
• Organize conversations that require follow-up
• Escalate complicated or sensitive situations to the owner
• Send an end-of-shift report covering unresolved cases, refund requests, delivery issues, and promising collaboration opportunities

Important Rules

• Never approve a refund, return, cancellation, exchange, replacement, or free product without permission
• Never promise a creator a free item, paid promotion, modeling position, or collaboration without approval
• Never provide an unauthorized discount code
• Never promise an exact delivery date unless it has been confirmed
• Always verify order and tracking information before responding
• Never argue with, insult, threaten, or disrespect a customer
• Never admit that XANS made a mistake without first verifying the situation
• Keep all customer and creator conversations professional and business-related
• Do not move customers or creators to a personal account
• Escalate legal threats, chargebacks, fraud concerns, harassment, and serious complaints immediately
• Keep all customer and business information private and confidential

Requirements

• Strong written English, grammar, and reading comprehension
• Previous customer-support or e-commerce experience
• Experience using Instagram, Gmail, Shopify, and order-tracking websites is preferred
• Experience handling influencer, promotional, or collaboration inquiries is a plus
• Basic understanding of clothing sizing and oversized streetwear fits
• Able to communicate in a friendly, casual, and professional tone
• Detail-oriented and able to follow written policies and templates
• Able to remain calm when handling upset customers
• Reliable computer and stable internet connection
• Able to work independently while knowing when approval is required
• Available to work consistent hours that overlap with U.S. Central Time

Compensation

• $3–$4 USD per hour, depending on experience
• Opportunity for a raise based on accuracy, reliability, communication, and long-term performance

How to Apply

Please submit a proper and updated professional resume in PDF format. Your resume should clearly include your previous employment, customer-support experience, relevant skills, software experience, education, and contact information.

Your application must also include:

1. A brief introduction about yourself
2. Your previous customer-support or e-commerce experience
3. The platforms you have used, including Instagram, Gmail, Shopify, or similar tools
4. Your available working hours in U.S. Central Time
5. Your expected hourly rate
6. A link to your OnlineJobs.ph profile
7. The words “XANS SUPPORT” at the beginning of your application so we know you read the entire post

Please answer all three situations below:

Situation 1:

A customer says:

“My tracking has not updated in seven days, and I want a refund right now.”

Write the exact response you would send to the customer.

Situation 2:

A creator says:

“I love your brand. Can you send me free clothes so I can promote you?”

Write the exact response you would send to the creator.

Situation 3:

A customer asks:

“What size should I wear if I’m 5’7” and 160 lbs?”

Write the exact response you would send. Make sure you explain the difference between the recommended regular fit and a more oversized fit.

Applications without a proper resume or answers to all three situations will not be considered. Please do not use AI-generated answers.

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