[Hiring] Customer Support & General Virtual Assistant @Exchange Life

Role Description

This is a hybrid role: part Customer Support Representative, part General Virtual Assistant. Customer support is the core of the job. You'll be the first point of contact for our customers across email and social media, helping with everything from sizing and material questions to shipping updates, returns, and the occasional "my parcel says delivered but it isn't here."

Around that, you'll pick up general VA work as the business needs it. That might mean:

• Updating order details in Shopify
• Tagging and organising tickets
• Keeping trackers and spreadsheets current
• Pulling together simple reports
• Researching a supplier or a competitor
• Helping the team get a project over the line

The mix will shift week to week, and we'd rather hire someone who's comfortable with that than someone who needs a fixed list.

We're not looking for someone who pastes templates and closes tickets. We need a problem solver who is caring enough to make the customer feel looked after, and sharp enough to protect the business while doing it.

Qualifications

• Detail-oriented
• A problem solver
• Pragmatic
• A strong writer
• Self-directed
• Adaptable

Responsibilities

• Manage customer inquiries via email and social media about orders, shipping, sizing, materials, and care
• Respond to and moderate social media comments and DMs in the brand's voice
• Handle returns, exchanges, and replacements efficiently, following our policies while keeping customer goodwill intact
• De-escalate frustrated customers dealing with shipping delays, damaged items, or wrong orders
• Spot and flag recurring issues (a batch defect, a carrier problem, a confusing product page) so we can fix the root cause
• Order admin in Shopify: address changes, order edits, cancellations, and manual fulfilment updates
• Keep internal trackers, sheets, and documentation up to date
• Light reporting: pulling weekly ticket numbers, common contact reasons, or other simple data the team asks for
• Ad-hoc research and admin tasks to support the wider team

Requirements

• English proficiency at C1 or C2 level, written and spoken
• At least 1 year of customer support experience, ideally for an e-commerce or DTC brand
• Comfortable working across multiple tools at once. Experience with Shopify and a helpdesk (Commslayer, Gorgias, Zendesk, Freshdesk, or Intercom) is a strong plus
• Confident with Google Sheets or Excel at a basic-to-intermediate level
• Reliable high-speed internet, a quiet working setup, and a backup plan for power or internet outages
• Availability for 30-40 hours

Benefits

• $3/h, paid fortnightly
• Fully remote, long-term role with a small team that actually reads what you write
• Clear processes and a helpdesk with AI assistance, so your time goes on the tickets that need a human, not the ones that don't
• Room to grow into more responsibility if you show you can handle it