E-commerce Operations & Customer Support Virtual Assistant
- Working Hours: 8 hours, from 1 PM till 9 PM Beirut Time
- Working Days: 5 days a week
- Days Off: Saturday and Sunday
- Work Location: Fully-remote, you can work from anywhere
- Salary Range: 1,500-1,600 USD per month
Company Overview
The company is an innovative Norwegian-American consumer products brand redefining what a premium cooler can be. By combining advanced vacuum insulation with thoughtful engineering and materials, it delivers high-performance coolers built for real-world adventures—without the bulk and inefficiencies of ice. Products are sold directly through a modern e-commerce platform and through select retail and distribution partners in the U.S. and internationally.
It operates with a builder’s mindset: design-led, data-informed, and relentlessly customer-focused. You’ll find a tight-knit, collaborative team that values ownership, clear communication, and continuous improvement. If you enjoy solving problems and making operations run smoothly, you’ll thrive here.
Mission
We’re hiring a proactive E-commerce Operations & Customer Support Virtual Assistant to keep the customer journey and back-end operations running flawlessly. In this role, you’ll manage support tickets in Gorgias, oversee orders in Shopify Plus, coordinate with 3PL warehouses, prepare international shipping documents, and support B2B/retail partners with quotes, invoicing, and reporting.
Your day-to-day will blend hands-on execution with thoughtful coordination across customers, warehouses, carriers, and suppliers. You’ll spot issues before they escalate, communicate clearly, and help improve processes as we scale globally. If you enjoy ownership, problem-solving, and delivering excellent service—while working with a product you can be proud of—you’ll feel right at home. This role is ideal for someone who takes initiative, follows through on commitments, and can manage multiple priorities without constant supervision. You will be trusted to maintain accurate records, identify operational issues early, coordinate solutions with the relevant teams, and ensure that customer and business partner requests are followed through to resolution.
Key Responsibilities
Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence. You’ll balance customer-facing care with behind-the-scenes operations that keep orders moving and partners informed.
- Manage incoming customer inquiries in Gorgias integrated with Shopify Plus; respond promptly and professionally about products, orders, shipping, returns, and warranties.
- Monitor Shopify orders to identify risks (payment, address, inventory) and coordinate timely resolutions.
- Execute order edits, cancellations, address corrections, refunds, and returns per policy.
- Track shipments and delivery exceptions; open and follow up on cases with carriers to drive resolution.
- Escalate complex technical or sensitive cases to management with clear context and recommendations.
- Maintain accurate customer and order records; contribute to FAQs, macros, and process updates.
- Communicate daily with U.S. and European 3PL partners regarding pick/pack/ship performance and delayed orders.
- Reconcile fulfillment errors and shipping discrepancies; coordinate corrective actions with warehouses.
- Track inventory across multiple locations; initiate and follow up on stock transfers as needed.
- Coordinate inbound shipments and receipts with warehouses; verify counts and resolve variances.
- Prepare commercial invoices and documentation for international orders; ensure accurate HS codes, product descriptions, and declared values.
- Coordinate with warehouses and carriers to attach correct documentation; resolve customs holds and clearance issues.
- Respond to inbound wholesale/bulk inquiries; qualify leads and prepare quotations and pro forma invoices.
- Follow up on B2B opportunities to convert quotes into orders; maintain organized records of prospects and deals.
- Process wholesale orders in Shopify; coordinate routing, labeling, and bulk shipment logistics with partners.
- Compile periodic sales, inventory, and performance reports for retail and distribution partners.
- Assist management with vendor and supplier communications; track action items, deliveries, and invoices.
- Build and maintain operational trackers and weekly/monthly reports in Excel/Google Sheets.
- Identify recurring operational issues; propose and document process improvements.
- Support additional operational and commercial tasks as needed.
Qualifications
- Years of Experience: 3-5 years in e-commerce operations, customer support, logistics coordination, or similar roles
- CRM Tool: Gorgias (preferred); CRM/pipeline tracking experience is a plus
- Softwares: Shopify Plus, Gorgias, Excel/Google Sheets, carrier portals (UPS/FedEx/DHL), inventory/fulfillment and 3PL portals
- Industry Knowledge Required: DTC e-commerce for consumer products, international shipping/logistics, import/export documentation, and B2B/wholesale workflows
- Specific Gender: No preference
Skills & Competencies
- Exceptional written and spoken English; empathetic, customer-first communication
- Sharp attention to detail and data accuracy across orders, invoices, and documents
- Proactive problem-solving and ownership; follows up without reminders
- Strong organization and time management; comfortable juggling multiple priorities
- Confident working independently within established guidelines and SOPs
- Commercial mindset; understands how great service and operations drive sales
- Comfortable coordinating across time zones with customers, warehouses, and partners
- Advanced spreadsheet skills for reporting and operational tracking
Technical Requirements
- Own PC or laptop
- Reliable internet connection (wired connection recommended)
- Noise-cancelling headset and a quiet, professional workspace
- Access to Shopify Plus and Gorgias (or ability to quickly onboard)
- Ability to use collaboration tools (email, chat, and video conferencing)
Position Description
- Working Hours: 8 hours, from 1 PM till 9 PM Beirut Time
- Working Days: 5 days a week
- Days Off: Saturday and Sunday
- Work Location: Fully-remote, you can work from anywhere
- PTO (Paid Time Off): You may request time off anytime with advanced notice
- Salary Range: 1,500-1,600 USD per month