Customer Support & General Virtual Assistant (Remote, Jewelry Brand)

About Us

We're a jewellery brand, but our customers aren't really buying jewellery. They're buying a gift for a sister who just moved abroad, a charm that marks a trip they took with their best friend, a piece that will sit on someone's wrist for the next ten years. When something goes wrong with that order, it's not a product issue, it's a ruined moment. We need someone who gets that, and who treats every ticket like it matters, because to the person on the other end, it does.

The Role

This is a hybrid role: part Customer Support Representative, part General Virtual Assistant. Customer support is the core of the job. You'll be the first point of contact for our customers across email and social media, helping with everything from sizing and material questions to shipping updates, returns, and the occasional "my parcel says delivered but it isn't here."

Around that, you'll pick up general VA work as the business needs it. That might mean updating order details in Shopify, tagging and organising tickets, keeping trackers and spreadsheets current, pulling together simple reports, researching a supplier or a competitor, or helping the team get a project over the line. The mix will shift week to week, and we'd rather hire someone who's comfortable with that than someone who needs a fixed list.

We're not looking for someone who pastes templates and closes tickets. We need a problem solver who is caring enough to make the customer feel looked after, and sharp enough to protect the business while doing it.

What We're Looking For

Detail-oriented. Jewellery orders are unforgiving. A wrong ring size, a typo in an address, or a missed engraving note means a disappointed customer and a costly reship. You catch these things before they become problems.

A problem solver. "I don't know" isn't where you stop, it's where you start. You dig into the order, check the tracking, read the policy, ask the right person, and come back with an answer.

Pragmatic. You understand that customer happiness and business policy aren't opposites. You can calm down an angry customer and land on a solution that works for both sides, and you know a full refund isn't the only tool in the box.

A strong writer. Excellent grammar, clear structure, and the ability to shift tone from warm and reassuring to polite and firm depending on who's in front of you.

Self-directed. This is a remote role with a lot of autonomy. You manage your own queue, flag issues before they're chased, and don't need hand-holding to get through a task list.

Adaptable. One hour you're handling a delivery complaint, the next you're cleaning up a spreadsheet. You're fine with that.

Responsibilities

Customer support:

• Manage customer inquiries via email and social media about orders, shipping, sizing, materials, and care.
• Respond to and moderate social media comments and DMs in the brand's voice.
• Handle returns, exchanges, and replacements efficiently, following our policies while keeping customer goodwill intact.
• De-escalate frustrated customers dealing with shipping delays, damaged items, or wrong orders.
• Spot and flag recurring issues (a batch defect, a carrier problem, a confusing product page) so we can fix the root cause.

General VA:

• Order admin in Shopify: address changes, order edits, cancellations, and manual fulfilment updates.
• Keep internal trackers, sheets, and documentation up to date.
• Light reporting: pulling weekly ticket numbers, common contact reasons, or other simple data the team asks for.
• Ad-hoc research and admin tasks to support the wider team.

Requirements

• English proficiency at C1 or C2 level, written and spoken.
• At least 1 year of customer support experience, ideally for an e-commerce or DTC brand.
• Comfortable working across multiple tools at once. Experience with Shopify and a helpdesk (Commslayer, Gorgias, Zendesk, Freshdesk, or Intercom) is a strong plus.
• Confident with Google Sheets or Excel at a basic-to-intermediate level.
• Reliable high-speed internet, a quiet working setup, and a backup plan for power or internet outages.
• Availability for 30-40 hours

What You'll Get

• 3$/h, paid fortnightly.
• Fully remote, long-term role with a small team that actually reads what you write.
• Clear processes and a helpdesk with AI assistance, so your time goes on the tickets that need a human, not the ones that don't.
• Room to grow into more responsibility if you show you can handle it.