Customer Service Virtual Assistant Lead - #34939

Job Description

An exciting opportunity for a top-tier, high-autonomy Senior Executive Assistant Lead to operate as a strategic force multiplier to the Founder, owning communication flow, safeguarding priorities, and driving disciplined execution in a growing, founder-led company built on long-term thinking and operational excellence.

Company Profile:

Our client is a growing, values-driven fitness equipment company focused on delivering high-quality products and building long-term customer trust.

The company operates with a lean, remote team and a calm, execution-oriented culture. There are no unnecessary layers, no bureaucracy, and no excess meetings. Decisions are context-driven, and team members are expected to exercise strong independent judgment.

This is a high-trust environment. There are no multiple stakeholders or complex corporate hierarchies — the Founder is the primary decision-maker. The right candidate must be comfortable operating in a direct, context-rich, autonomy-heavy structure.

Duties and Responsibilities:

Email Customer Support

• Respond to customer inquiries promptly and professionally.
• Handle issues related to late shipments by investigating and filing claims with shipping providers.
• Arrange reshipments for lost packages and keep customers informed throughout the process.
• Manage return requests by:

>Identifying the reason for return.

>Offering partial refunds or store credits to minimize returns when possible.

>Processing and tracking return labels and received items.

>Issuing refunds accurately

• Provide product-related information by consulting internal documentation.
• Forward bulk orders inquiries to relevant colleagues for follow-up.

Phone Call Assistance

• Handle inbound customer calls
• Conduct outbound call-backs as needed.
• Follow up with customers regarding open cases, shipping concerns, or pending resolutions.
• Monitor and respond to voicemail messages in a timely and professional manner.
• Maintain accurate documentation of all phone interactions in the order management or ticketing system.

Order Processing (Replacement/Reshipment)

• Follow established internal processes to ensure orders are packaged and shipped efficiently.
• Maintain daily documentation for warehouse billing purposes.
• Audit warehouse compensation and credited billing invoices to verify accuracy and report any discrepancies.

Customer Support

• Respond to inquiries regarding order status, shipping details, and delivery expectations in a professional and timely manner.
• Assist in resolving any issues related to incorrect or missing items, shipping errors, or other fulfillment-related concerns.
• Provide detailed product information and address customer questions regarding their orders.
• Process returns and exchanges, following the company's return policy, and work with customers to resolve any issues related to returns or exchanges.

Shipping and Logistics Coordination

• Track shipments to confirm timely delivery and investigate any issues related to delayed or lost packages.
• Handle issues such as missed deliveries or misrouted packages by coordinating with shipping providers and processing claims where necessary.
• Communicate with customers regarding order status, delays, or shipping issues in a proactive manner.

General Expectations

• Maintain a professional and courteous demeanor in all customer interactions.
• Adhere to company policies and protocols when resolving customer issues.
• Proactively identify and suggest process improvements to enhance customer satisfaction and operational efficiency.
• Collaborate effectively with team members and management to support overall business objectives.
• Maintain confidentiality and professionalism in handling customer and company information

1v1 Check-Ins for Improvement and Feedback

• Participate in regular 1v1 check-ins with the Client or Client representative to receive feedback and suggestions for improvement.
• Use check-ins to demonstrate knowledge of overall processes and identify areas for growth.

Deliverables

• Accurate and timely resolution of customer inquiries and issues.
• Regularly updated records of shipping audits, order processing, and customer support activities.
• Detailed reports on identified billing discrepancies and filed disputes.

Performance Metrics

• Response time and resolution rate for customer inquiries.
• Accuracy in shipping audits and order processing.
• Reduction in billing discrepancies through effective audits and dispute filing.

Requirements

• Minimum of 3–5 years of experience in Direct-to-Customer (DTC) customer service within e-commerce, logistics, or shipment operations, or 5–10 years of overall experience in Customer Service.
• Experience with tools such as Gorgias, Shopify, Extensiv, AfterShip, and ShipStation
• Strong organizational skills and attention to detail
• Ability to handle a high volume of customer inquiries and order-related tasks
• Proficient in email communication, messaging tools (Slack, Telegram), and order management systems (Shopify)
• Familiarity with shipping processes and platforms (FedEx, UPS, LTL carriers)
• Experience with customer service and returns management
• Knowledge of order processing, including returns, reshipments, and replacements
• Ability to manage multiple tasks simultaneously and prioritize effectively

Soft Skills

• Clear, professional, and empathetic communication with customers
• Proactive in following up and resolving customer issues
• Strong problem-solving skills with the ability to think on your feet
• Ability to work independently and as part of a team
• Strong interpersonal skills and a customer-first mindset
• Adaptability to shifting priorities and urgent customer needs
• Dependable, with a strong sense of accountability and time management

Technical & Equipment Requirements

To ensure continuous operations and dependable support even during unexpected disruptions, the CS VA must have the following in place:

Primary Equipment

1. A reliable desktop or laptop used for daily tasks

Suggested Specs:

Processor: AMD Ryzen 5 3rd Generation or higher / Intel Core i5 to i9 (10th Gen or newer)

RAM: At least 16GB

SSD storage preferred

1. Extra monitor (21”-24” or wider – not required but preferred)
2. Noise-cancelling headset to ensure a quality call experience during meetings and for outbound calls as needed
3. External webcam for clear video during team meetings or customer-facing interactions

Connectivity and Power Backup

• Primary internet connection with a minimum speed of 100 Mbps, and a secondary backup connection using a modem or pocket Wi-Fi to ensure uninterrupted work in case of internet disruptions
• Portable power source or generator to maintain operations during power outages

Job Type: Permanent

Employment Type: Full-time, Contractor

Schedule: Monday to Friday, 9:00 PM – 5:00 AM Manila Time

Location: Work from home

Industry: Fitness