Virtual Assistant

This is a fully remote position, open to applicants in Brazil, +5 more countries.

📋 Description

• Respond to emails from buyers and sellers, ensuring clear, friendly, and personalized communication until resolution is achieved.

• Adhere to response-time commitments, addressing inquiries within 4 hours on weekdays and within 24 hours on weekends for urgent matters.

• Assist customers in navigating platform processes, including the downloading and printing of PDF shipping labels.

• Evaluate and approve around 100 new listings daily, in accordance with platform listing standards.

• Reach out to sellers regarding necessary listing modifications, utilizing and customizing email templates.

• Oversee daily platform transactions, identifying and flagging any unusual, delayed, stuck, or disputed transactions.

• Manage the Shippo refund procedure until resolution is reached.

• Contribute to the creation of website tutorials and support materials.

• Keep Google Sheets trackers updated for unresolved issues and completed tasks.

• Assist with various projects, including updating templates, organizing data, and testing website functionalities.

⛳️ Requirements

• Excellent written English skills (B2 level or higher), with a capacity to communicate in a warm, natural, and professional manner via email.

• 1–2 years of experience in customer service, preferably providing email support for an e-commerce business or online marketplace.

• A patient and empathetic demeanor when helping customers who may not be tech-savvy, with the ability to clearly explain processes step by step.

• Proficient in Google Workspace, including Gmail, Calendar, Docs, Sheets, and Google Groups, along with experience in handling PDF documents.

• Capability to rapidly learn a web platform’s administrative tools and accurately follow written procedures.

• Strong organizational abilities, with the capacity to work independently, manage a daily support queue, and adjust as workload fluctuates.

• Good judgment in independently resolving customer issues and knowing when to escalate matters to the appropriate team member.

• Reliable high-speed internet connection and a quiet, dedicated workspace.

• Experience with Shippo or other shipping tools, marketplace listing moderation, or an interest in sports and outdoor gear is a plus.

🏝️ Benefits

• Competitive salary and potential for performance-based bonuses.

• Flexible working hours and the option for remote work.

• Opportunities for professional development and growth within the company.

• Collaborative and supportive team environment.

• Employee discounts on products and services.