E-commerce
Hire customer support for an e-commerce store
A customer support hire answers order questions, processes the returns your policy already allows, and keeps the inbox from becoming the founder's evening job. The hire is full-time, based in the Philippines, and $1,800 a month. Product, pricing, and exceptions stay with the brand.
Start in 14 days.
Tasks this hire takes on
Store support is a queue with a policy, not a blank promise to make every customer happy.
- Answer where-is-my-order tickets from the macros and the tracking page.
- Process a return the written policy allows, and log the reason.
- Update a shipping address before the carrier cutoff, when the store allows it.
- Escalate a damaged item, with photos, to the person who can refund.
- Tag tickets so you can see which product or carrier keeps coming up.
- Update the help article when the same question arrives all week and you approve the edit.
Tools they work in
They should be inside the helpdesk on day one, with a role that cannot refund more than you allow.
- Gorgias, Zendesk, or Shopify Inbox.
- Shopify admin, limited to the orders they may touch.
- A returns app such as Loop, or AfterShip for tracking.
- The store's macros and a one-page policy.
- Slack or email for the escalation the founder actually reads.
How the hire works
- You share the policy, the macros, and the refund limit before matching.
- We shortlist full-time customer support VAs in the Philippines who have worked a store inbox.
- The trial week is the live queue, with a replacement or refund if tone or accuracy slips.
- They clear tickets. You still decide the offer, the product, and the exception.
A support hire does not pick and pack, and does not change the product. Warehouse work stays with people who have the goods.
We recruit the top 2% of applicants. Rekruuto is trusted by 100+ customers. The hire is full-time and based in the Philippines, working your hours. You manage the day-to-day work.
Price and trial
This role is $1,800 a month. Software developers and AI Implementation Specialists start from $2,500 a month. Hiring can start in 14 days. There is a 1-week trial: if you are not satisfied, we find a replacement or refund your money. You can pause or cancel with 2 weeks' notice.
Pricing: Most roles $1,800/mo (£1,395 + VAT in the UK, €1,650 in Europe). Developers and AI Implementation Specialists from $2,500/mo (from £1,945 + VAT in the UK, from €2,295 in Europe).
See your shortlistStart in 14 days.
See the Customer service virtual assistant role and the rest of the seats on all roles.
Frequently asked questions
What does e-commerce customer support cover?
Order status, returns your policy allows, address changes you permit, and a clean escalation when a refund needs a person. Full-time, in the Philippines.
Can they refund orders?
Only inside the limit you set in the helpdesk. Anything above that waits for the person you name.
What does store support cost?
The role is $1,800 a month. A Shopify developer, if the gap is the theme or the apps rather than the inbox, starts from $2,500 a month.
How do we test them on real customers?
Use the 1-week trial on the live queue, with your macros. If you are not satisfied, we find a replacement or refund your money.
Related industries
From the site
- Virtual assistants for fulfillment teams. Product Fulfillment Solutions published two case studies about operational support. Those pages describe content, edits, and coordination, not a storefront helpdesk.
- Customer service VA role. The role page if your queue is not an online store.