E-commerce Customer Support & Retention

Location: Work from Home
Type of Employment: Full-time or Part-time (depending on client requirements)
Work Shift: US Business Hours

About Us

At OurAssistants, we connect property management and real estate companies with highly skilled virtual professionals who bring efficiency, accuracy, and professionalism to every task. We’re committed to creating a supportive and growth-oriented remote work environment where every team member can thrive. Learn more at ourassistants.com.

What they'll own:
- Two email inboxes (info@ and support@) responded to within 24 hours (FYI - right now the emails are like 10 a day, so that's why we're using this time to do the winback, outreach to those who have written bad reviews across a variety of platforms and also work on socials and comments there)
- Daily monitoring and responses across Facebook, Instagram, and X
- Subscription management through Recharge including active cancellation save attempts
- Proactive outreach to lost customers on Trustpilot, Stamped, and social to rebuild trust and bring them back
- Review management across Trustpilot and Stamped
- Daily tracking of tickets, response times, resolution types, cancellation saves, and winback status
- Weekly reporting to management

What we're looking for:
- Shopify experience, Recharge experience strongly preferred
- Fluent written English, natural and warm not templated
- Someone who treats a cancellation as a conversation, not a transaction
- Asks questions, listens, makes people feel genuinely heard
- Can spot patterns across tickets and flag them without being asked
- Works independently once they have the guidelines and owns the role fully