Virtual Assistant – Customer Support & Dispute Agent

Men's Fashion Ecommerce · Remote · Full-Time · 40+ hrs/week
About the Role
We're a growing men's fashion brand looking for a reliable, long-term tea ---------- mber to join our customer support team. You'll handle customer emails across global markets, manage orders in Shopify, resolve PayPal and credit card disputes, and help streamline our support workflows. If you love fashion, thrive in a fast-paced environment, and take pride in delivering excellent customer experiences — we'd love to work with you.
What You'll Do
• Handle customer support emails for US, UK, AUS, and EU markets
• Manage and edit Shopify orders, including correcting shipping addresses for international markets
• Write clear, thorough email responses — especially for WISMO (Where Is My Order) inquiries
• Work in Freshdesk to manage high-volume tickets using tagging, macros, and team collaboration
• Handle PayPal and credit card dispute cases — researching orders, compiling evidence, and preparing PDF proof files
• Use automation tools to streamline repetitive support tasks and improve team efficiency
• Negotiate with customers to reach fair, satisfactory resolutions — especially on refunds, replacements, and disputes
• Use AI tools (ChatGPT, Claude, etc.) to assist with writing and customer responses
• Maintain patience and professionalism with all customers, including difficult or repetitive cases

Requirements
Must-Have
• At least 1 year of customer service experience serving US, UK, AUS, or EU markets
• At least 1 year of customer support email experience
• Proven, hands-on experience with Freshdesk — tagging, macros, team inbox management (REQUIRED)
• Able to manage and edit orders in Shopify, including international address corrections
• Experience filing PayPal and credit card disputes, including organizing proof into PDF format
• Skilled at writing clear, detailed, informative emails — especially for WISMO cases
• Strong negotiation skills — able to handle customer escalations, refund requests, and disputes with a solution-focused mindset
• Patient, calm, and professional when dealing with difficult or unreasonable customers
• Strong written English — clear, friendly, and professional
• Comfortable using AI tools (ChatGPT, Claude, etc.) in daily workflow
• Available to work 40+ hours per week
Nice to Have
• Experience with support automation tools (Zapier, Make, Freshdesk automations, or similar) — a strong plus
• Previous experience with a fashion brand or store, especially men's fashion

Schedule
Working days: Wednesday, Thursday, Friday, Saturday, and Sunday
Days off: Monday and Tuesday
Regular shift: 12:00 PM – 9:00 PM EST (night shift for Philippines-based applicants)
Training shift: 10:00 AM – 7:00 PM EST

Compensation
Month 1 (Training phase): $4.00/hr base rate
Month 2: $4.50/hr + performance bonus
Month 3+: $5.00/hr + performance bonus
Overtime (40+ hrs/week): Regular rate + $1.50/hr extra
Overtime example: At $4.00/hr, working 50 hrs in a week = ($4.00 × 40) + (($4.00 + $1.50) × 10) = $215.00
Growth Opportunity
Strong performers will be considered for a Customer Support Manager role as the team expands. We're building for the long term and want tea ---------- mbers who are too.
How to Apply
Send all four items below to be considered. Applicants who include everything will be prioritized:
• Your updated CV or resume
• A screenshot of a real customer email conversation you handled (blur personal info if needed) — this puts you at the top of the list
• Screenshots of dispute cases you have handled (required)
• A short note about your experience with fashion brands