Overview

This is more than a customer service seat. You'll handle daily customer support across email, text, and phone, and help us build the systems that run the business — task management, shared inboxes, SOPs, and workflow design. You'll also support our future on-site Executive Assistant and reduce interruptions to leadership by triaging issues correctly.

Schedule:

• Wednesday to Sunday 8:00 AM – 5:00 PM US Eastern | 40 hours/week (8 hours/day, 1-hour unpaid break)

Responsibilities

Customer Support

• Handle inbound customer emails, texts, and calls — order status, tracking, damaged or missing items, replacements, delays, and post-purchase issues
• Draft professional, on-brand responses using templates, macros, and SOPs — including the specific language required in our regulated RUO market
• Triage and prioritize the shared inbox daily; escalate the right issues to leadership, fulfillment, vendors, or developers

Project & Task Management (ClickUp)

• Build out and maintain ClickUp as our source of truth for tasks, owners, due dates, blockers, and next steps
• Maintain issue trackers across customer service, fulfillment, website, product, vendor, and operations
• Turn recurring problems into documented SOPs and process improvements

Executive Assistant Support

• Work closely with our future on-site Executive Assistant to keep leadership focused
• Document where information lives and how work should flow across the team

Systems & Workflow

• Help evaluate and set up our shared inbox platform (Microsoft shared mailboxes, Front, Missive, Help Scout, Gorgias, or similar)
• Help us get more out of Microsoft Business Premium — Outlook, Teams, SharePoint, OneDrive, Lists, Planner, Forms
• Identify inefficient processes and recommend practical fixes

Requirements

Required

• Excellent written and spoken English with a strong professional tone
• Prior e-commerce customer support experience
• Highly organized, detail-oriented, calm under pressure
• Strong documentation habits
• Able to work independently in a startup where systems are still being built
• Proactive — identifies problems and proposes solutions rather than only escalating

Preferred

• Experience supporting a founder, CEO, or high-growth startup
• Familiarity with most platforms listed (WooCommerce, ShipStation, ClickUp, QuickBooks Online, Microsoft 365, Dialpad, Partnero, AI tools). Comfort with learning new tools as we scale is required.

What Success Looks Like

• Customer messages handled quickly, professionally, and consistently
• Leadership is interrupted less because issues are triaged correctly
• ClickUp is a reliable source of truth for the team
• Shared inboxes are organized and easy to manage
• The team becomes faster, more organized, and less reactive

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Performance bonuses paid directly to VAs who do great work

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Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.