Email Virtual assistant

We're an e-commerce business looking for a reliable, detail-oriented Email Virtual Assistant to manage our customer support inbox on a part-time basis. This is a long-term role for the right person.

What you'll do:

- Respond to customer emails (order status, shipping questions, returns/exchanges, product questions, general inquiries)
- Handle roughly 5-10 emails per day, with intention to scale. Response time should be within 24 hours.
- Use provided templates and an SOP for common scenarios, while personalizing responses so they don't feel robotic
- Flag or escalate anything outside the SOP (complaints, refund exceptions, anything unclear) rather than guessing
- Keep the inbox organized — tag, label, or mark emails as resolved per our system
- Maintain a warm but professional tone that reflects our brand voice

What we're looking for:

- Prior experience with customer service or email support (e-commerce experience a big plus)
- Excellent written English — clear, warm, and typo-free
- Comfortable following an SOP closely but able to use good judgment when a situation isn't covered
- Reliable and communicative — tells us proactively if something's off or backed up
- Basic familiarity with tools like Gmail and Google Docs.

Details:
- Fully remote
- Training provided via a detailed SOP and templates
- $5/hour
- 2-5 hours/week with intention to scale business and provide more hours