Virtual Assistant

• Answer buyer and seller emails, providing clear, friendly, and personalized responses through resolution.
• Meet response-time commitments within 4 hours during weekday working hours and within 24 hours on weekends for urgent requests.
• Guide customers through platform processes, including downloading and printing PDF shipping labels.
• Review and approve approximately 100 new listings per day according to platform listing guidelines.
• Contact sellers about required listing changes using and adapting email templates.
• Monitor daily platform transactions and flag unusual, delayed, stuck, or disputed transactions.
• Track and manage the Shippo refund process through resolution.
• Help develop website tutorials and support resources.
• Maintain Google Sheets trackers for outstanding issues and completed tasks.
• Support additional projects such as updating templates, organizing data, and testing website features.

• Strong written English skills (B2 level or above), with the ability to communicate in a warm, natural, and professional tone via email.
• 1–2 years of experience in customer service, ideally providing email-based support for an e-commerce business or online marketplace.
• A patient and empathetic approach when assisting customers who are not tech-savvy, with the ability to explain processes clearly and step by step.
• Proficiency with Google Workspace, including Gmail, Calendar, Docs, Sheets, and Google Groups, as well as experience handling PDF documents.
• Ability to quickly learn a web platform’s administrative tools and follow written processes accurately.
• Strong organizational skills and the ability to work independently, manage a daily support queue, and adapt as workload increases.
• Good judgment in resolving customer issues independently and knowing when to escalate them to the appropriate team member.
• Reliable high-speed internet connection and a quiet, dedicated workspace.
• Experience with Shippo or other shipping tools, marketplace listing moderation, or an interest in sports and outdoor gear is nice to have.