Virtual Assistant for Shopify Support

About the role We're a fast-moving direct-to-consumer [supplement / health & wellness] brand running multiple Shopify stores with heavy paid social. We're looking for an experienced, autonomous customer service specialist who can own the full support and reputation surface of the business — not just answer tickets, but protect revenue, defend chargebacks, keep our ad comments clean, and feed insights back to the team. This is not an entry-level "copy the macro and hit send" role. We want someone who has run support for a real e-commerce brand before, understands DTC buyers and the supplement space, and can operate with minimal hand-holding. If you've worked inside a high-volume Shopify store with paid Facebook/Instagram traffic, you'll feel right at home. What you'll own Customer Service Manage all inbound support across email/helpdesk ([Gorgias / Re:amaze / Zendesk — specify yours]), live chat, and DMs Handle WISMO ("where is my order"), tracking issues, address changes, refunds, returns, and reshipments Answer product questions accurately while staying compliant — no medical claims, no diagnosing, no promising results (we'll train you on our guardrails) Maintain fast response times and a warm, on-brand voice across every brand Social & Community Management Moderate and respond to comments on our Facebook & Instagram ads and pages (this is a big one — active ad accounts generate constant comments) Hide spam, handle objections publicly in a way that helps conversions, and pull angry customers into DMs/email before they spiral Manage reviews and reputation across [Judge.me / Loox / Okendo], Trustpilot, and BBB Chargebacks & Disputes File representments and gather evidence to fight chargebacks through Shopify Payments / Stripe Work with our chargeback tooling ([Chargeflow / Disputifier / etc.]) and dispute-alert systems (Ethoca/Verifi/RDR) to resolve and prevent disputes Spot fraud and high-risk orders before they ship Subscriptions Manage subscription requests in [Skio / Recharge] — cancellations, save offers, skips, swaps, and failed-payment/dunning recovery Apply retention offers to reduce churn instead of just processing cancels Ops & Reporting Coordinate with our 3PL/fulfillment on issues and reshipments Build and maintain macros, canned responses, and SOPs Report weekly on ticket volume, response times, top complaint themes, and chargeback win rate — and flag recurring product/fulfillment problems to the team Must-haves 2+ years in customer service for a Shopify (or similar) e-commerce brand Hands-on experience with a real helpdesk (Gorgias, Re:amaze, Zendesk, Gladly, etc.) Direct experience fighting chargebacks and writing dispute responses Comfortable moderating high-volume social comments on paid ads Excellent written English and a calm, professional tone under pressure Strong attention to detail and the ability to work independently Nice-to-haves Experience in supplements / health & wellness and awareness of FTC/claim compliance Subscription platform experience (Skio, Recharge) Familiarity with Klaviyo, Slack, and multi-store/multi-brand environments Fraud/order-verification experience Logistics Hours: [e.g. 30–40 hrs/week, part-time to start with room to grow] Schedule: [timezone overlap you need — e.g. 4+ hrs overlap with US Mountain Time] Rate: [X–X– X–Y/hr depending on experience] Long-term role for the right person To apply In the first line of your proposal, tell me which helpdesk tools you've used and roughly how many tickets/day you handled at peak. Then briefly describe a chargeback you won and how you did it. Start your application with the word "NATTO" so I know you read this all the way through.