Customer Service Virtual Assistant / US-Based E-Commerce Brand

We are a US-based, Made-in-USA fight gear brand (boxing heavy bags, Muay Thai equipment, gloves, and accessories). We are a small, growing business looking for a reliable, flexible virtual assistant to help with customer service and day-to-day operations. We use an AI chatbot (Lyro) to handle the first wave of customer questions. When it cannot solve something, that is where you come in. You will be the main person helping our customers by chat, email, and phone, and passing along anything that needs the owner's attention. Over time you will also help us make the chatbot smarter so it handles more on its own. Since we are small and growing, this role is a mix and it will evolve. Some days are mostly customer service. Other days you might be tracking an order, helping with shipping, coordinating on Amazon, or keeping things organized behind the scenes. We will figure out the details together as we go. The right person is flexible, takes initiative, and is comfortable wearing a few hats. A big goal of this role is to help us streamline and organize how we work, so someone who is systems-minded and likes making things run smoother will do great here. WHAT YOU'LL HELP WITH - Answering customer questions about orders, shipping, returns, sizing, and products - Calling customers back when needed, and occasionally calling carriers to sort out shipping issues - Looking up orders and tracking shipments - Helping manage and improve our AI chatbot - Helping coordinate shipping and orders, including on Amazon - Light behind-the-scenes tasks to keep things organized WHAT WE'RE LOOKING FOR - Excellent written and spoken English, friendly and professional (you will represent a US brand in writing and on the phone) - Comfortable on the phone with customers - Some experience with e-commerce customer service - Systems-minded and organized, with experience using productivity or project tools (like Trello, Asana, ClickUp, or Notion) - Reliable internet, a quiet space, dual monitors, and a phone you can use for calls and Google Meet - Flexible hours, with some overlap with US Pacific Time (afternoons and evenings tend to work best for us) - A self-starter who is organized, flexible, and easy to work with NICE TO HAVE - Experience with Shopify, BigCommerce, ShipStation, Amazon, or a helpdesk like Freshdesk or Zendesk - Experience with an AI chatbot like Lyro or Tidio - Background in sporting goods, fitness, or martial arts TO APPLY Tell us a bit about yourself, your customer service experience, and the hours you can work in US Pacific Time.