E-commerce Operations & Customer Support VAE-commerce Operations & Customer Support VA
Jemimah
ID Verified$1,500
per month
($9/hour)
Profile Description
I help growing Shopify and DTC brands stay on top of customer support and day-to-day e-commerce operations. Too many customer inquiries? Orders that need follow-up? Product listings that need updating? Customers waiting for answers? I take care of the operational details so you can focus on growing your store. With 5+ years of experience in customer support and e-commerce, I’ve supported customers across Shopify, Amazon, Etsy, Zendesk, Gorgias, and Salesforce. My experience includes customer su...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
E-commerce & Marketplace
Finance & Accounting
Marketing & Growth
Sales & Business Development
Virtual Assistance & Admin
Work Experience
Virtual Assistant – E-Commerce & Operations
Pinhole Press
Jan 2024 - Jul 2026
Key Achievements:
Administered daily operations across Amazon Seller Central, Etsy, and Shopify, monitoring account health notifications and ensuring strict platform compliance. Investigated missing, delayed, or damaged deliveries through courier portals; liaise with logistics providers and process Amazon SAFE-T and courier compensation claims to maximize revenue recovery. Processed 50–100 support tickets daily within US business hours, maintaining CSAT scores consistently above 96% and meeting strict SLA response targets. Managed end-to-end customer returns and exchanges, analyzing return reasons to identify trends and recommended workflow improvements that reduce return volume. Created, audited, and optimized product SKUs across platforms Used image editing tools to refine listing visuals and execute seasonal promotional campaigns. Authored and updated Standard Operating Procedures (SOPs) and integrated ChatGPT into daily email workflows to standardize brand voice and reduce average handling time.
Customer Support & Operations Agent
Influx
Mar 2021 - Dec 2023
Key Achievements:
• Delivered customer service via email, live chat, and phone for multiple international e-commerce clients, handling 50+ daily inquiries, order amendments, and shipping updates. • Monitored order lifecycles from dispatch to final delivery, proactively resolving complaints regarding billing, delivery delays, and failed shipments. • Identified recurring operational friction points and collaborated with fulfillment teams to update internal SOPs, reducing repeat contact rates across assigned accounts. • Consistently achieved top performance metrics for first response time and CSAT