Virtual assistant marketing & customer service

We're a fast-growing, US-focused women's cellular health supplement brand — our hero product is an NMN formula. Right now the founder is stuck in the inbox 1–2 hours a day, and we want that time back in the hands of someone who genuinely cares about our customers. This is a long-term role: customer service is the core, with room to do more on the marketing side once you're settled. Your core job — own the inbox: Triage and reply to 20–40 customer emails/day in Gmail — warm, human, never robotic Pull order status and tracking from Shopify and answer shipping questions Process refunds and cancel/manage subscriptions in Shopify and our subscription app (KaChing Bundles) Handle contact-form submissions, product questions, and subscription changes Flag chargeback risks, escalations, and anything unusual to the founder Keep a light log of recurring issues so we can fix root causes Plus some light marketing: Once you've got the inbox running smoothly, you'll also help with: Light content/social — drafting or scheduling posts, sourcing reviews and UGC Watching campaigns and customer feedback for ideas worth testing (We'll scope this to your strengths — Customer Service always comes first.) You're a fit if you have: 2+ years of ecommerce customer service (Shopify required; supplements or DTC health a big plus) Native or near-native written English with a warm, human tone — not robotic, not overly formal Experience with Gmail, Shopify Admin, and ideally a subscription app like KaChing Bundles The judgment to handle emotional customers with empathy and zero defensiveness — we sell to women 35–75, often dealing with real health frustrations Reliability across a 5-day week, with overlap into US business hours Bonus points for: Marketing experience or chargeback/dispute management (Shopify Payments) A background in supplements, wellness, or women's health How we work: Clear CS playbook: refund generously, never require returns, 100-day guarantee, warm but direct Full SOPs and example responses from day one Founder reviews your work for the first 1–2 weeks, then you run independently with weekly check-ins Paid weekly via Upwork To apply: Start your application with the word "NMN" so we know you read this. Then tell us: Your ecommerce customer service experience A short example of how you'd reply to a customer who's waited 3+ weeks for a delayed international shipment and is threatening a chargeback Your hourly rate and weekly availability We're hiring this week — long-term role for the right person.