[Hiring] Virtual Assistant @Teamswell

Role Description

We are currently looking for a Virtual Assistant. You will play a pivotal role in ensuring the organization's seamless operation. You will be the right-hand person to the executives, anticipating their needs, managing their schedules, and keeping them on track. Your excellent writing skills will be utilized for crafting clear and concise communications, reports, and presentations.

In Teamswell, every team member has an instrumental role and impact on the success of our business and our client’s success. We seek to have highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. Our Virtual Assistant will possess the skills and experience required, as well as a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. We value people who are good communicators, quick learners, scrappy about finding creative solutions to problems, and conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise as well as in their everyday relationships with their team.

Responsibilities

• Answer buyer and seller emails (approximately 20 per day currently, with volume expected to grow) with clear, friendly, and personalized responses, following each issue through to resolution.
• Meet response-time commitments: respond within 4 hours during working hours Monday through Friday, and within 24 hours on weekends for urgent requests.
• Guide customers through the platform’s processes patiently, providing additional support when needed, including assistance with downloading and printing PDF shipping labels.
• Review and approve new listings (approximately 100 per day on average) to ensure they comply with the platform’s listing guidelines.
• Contact sellers when listings require changes, using existing email templates and adapting them to ensure a personal, friendly tone.
• Monitor daily platform transactions and flag unusual, delayed, stuck, or disputed transactions to the team.
• Track and manage the Shippo refund process, from identifying refund-eligible shipments to confirming that each case has been resolved.
• Help develop website tutorials and support resources, including step-by-step guides for listing items and managing shipments.
• Maintain simple trackers in Google Sheets to ensure the team has visibility into outstanding issues and completed tasks.
• Take on additional projects as the business grows, such as updating templates, organizing data, and testing website features.

Qualifications

• Strong written English skills (B2 level or above), with the ability to communicate in a warm, natural, and professional tone via email.
• 1–2 years of experience in customer service, ideally providing email-based support for an e-commerce business or online marketplace.
• A patient and empathetic approach when assisting customers who are not tech-savvy, with the ability to explain processes clearly and step by step.
• Proficiency with Google Workspace, including Gmail, Calendar, Docs, Sheets, and Google Groups, as well as experience handling PDF documents.
• Ability to quickly learn a web platform’s administrative tools and follow written processes accurately.
• Strong organizational skills and the ability to work independently, manage a daily support queue, and adapt as workload increases.
• Good judgment in resolving customer issues independently and knowing when to escalate them to the appropriate team member.
• Nice to have: Experience with Shippo or other shipping tools, marketplace listing moderation, or an interest in sports and outdoor gear.
• Required: Reliable high-speed internet connection and a quiet, dedicated workspace.