[Hiring] Ecommerce Operations VA @Hunt St

Role Description

We’re seeking a highly detail-oriented Ecommerce Operations & Customer Support VA to manage end-to-end product operations and online customer service. This role combines Shopify product management, catalogue accuracy, site merchandising, and customer/order communications. You’ll play a key role in ensuring the ecommerce site is accurate, up-to-date, and well-merchandised, while also supporting customers throughout their post-purchase journey.

Key Responsibilities

• Product & Site Operations
  • Upload and build products in Shopify including descriptions, images, variants, dimensions, and care instructions
  • End-to-end product setup for homewares and furniture with guidance from the buying team
  • Write and manage furniture and product descriptions based on provided briefs
  • Manage site merchandising including collection ordering, category setup, and featured product placement
  • Ensure product page accuracy, consistency, and brand alignment across all listings
  • Upload, tag, and manage product images, identifying gaps using Google Sheets checklists
  • Maintain basic on-page SEO including page titles, meta descriptions, and image alt text
  • Update website content such as banners, landing pages, navigation, and CMS pages
  • Maintain product information in Google Sheets (PIM data including attributes, dimensions, colours, and season codes)
  • Monitor stock availability and support range updates in coordination with the buying team
  • Provide ad hoc support to buying and design teams including product data requests and photoshoot preparation
• Customer & Order Management (Online Only)
  • Manage daily online customer enquiries and email communications
  • Handle post-purchase communications including order updates, dispatch notifications, delivery timelines, and follow-ups
  • Coordinate Click & Collect orders for homewares and furniture with warehouse and retail teams
  • Liaise with warehouse staff regarding order fulfilment, stock movement, and exceptions
  • Communicate with couriers regarding tracking, delivery issues, and shipment updates
  • Manage order exceptions including cancellations, refunds, exchanges, and damaged goods via Shopify and related systems
  • Respond to urgent stock and delivery enquiries in a timely and professional manner

Out of Scope

• Physical order fulfilment, packing, and shipping
• On-site warehouse handling and stock movement
• In-store retail customer interactions

Tools & Systems

• Shopify (Admin) – Required (hands-on product uploads, collections, content management)
• Google Sheets / Excel – Required (intermediate level, PIM data and live tracking sheets)
• Retail Express (REX) – Preferred (training provided if needed)
• Dropbox – Preferred (basic file navigation and asset management)
• Email – Required (professional written communication with internal and external stakeholders)
• Trello – Nice to have (task management and workflow tracking)
• AI Tools – Required (ability to use AI to support content creation, automation, and quality checking; Claude experience preferred)

Qualifications

• Must-Have
  • Proven Shopify admin experience (product uploads, collections, and content pages — not just storefront use)
  • Strong attention to detail with a focus on data accuracy and content quality
  • Intermediate Google Sheets / Excel skills (comfortable with live, formula-driven spreadsheets)
  • Excellent written English for customer and internal communication
  • Experience handling ecommerce customer emails and order communications
  • Ability to follow structured briefs and work independently with minimal supervision
  • Available within 1–2 weeks and able to commit to 40 hours per week
• Nice to Have
  • Previous virtual assistant or ecommerce operations experience (product + customer operations)
  • Background in homewares, furniture, fashion, or lifestyle retail
  • Experience managing Shopify order workflows (refunds, cancellations, exchanges)
  • Familiarity with PIM systems and catalogue data management
  • Experience with inventory/ERP systems such as REX, DEAR, or Cin7
  • Basic SEO knowledge (meta titles, descriptions, alt text best practice)
  • Experience with customer support platforms such as Gorgias or Zendesk

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to:

• Be available for meetings and collaboration during core [AEST or PHT] business hours
• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)