Customer Service & Admin Virtual Assistant (E-commerce + CRM)

About the Role

We’re a small, high-end custom coatings business serving premium architects, designers, and luxury projects. We’re hiring a part-time Virtual Assistant (VA) to support daily customer service operations and core administrative execution—with strong attention to detail, follow-through, and comfort working across integrated systems.

Schedule: Part-time (approx. 20 hours/week) Time Zone: Central Time (CT / Chicago) (with overlap during business hours) Type: Remote, long-term potential (part-time now, may expand later)

Key Responsibilities

1) Customer Service (Daily – SLA-driven) You’ll help keep our customer experience fast, accurate, and professional.

● Respond to initial inquiries via email and phone using provided templates

● Support customers with:

○ Online order issues

○ Delivery tracking questions

○ General e-commerce navigation questions

● Review Shopify orders and resolve common order issues (non-technical)

● Review UPS shipments and resolve shipping-related issues (non-technical)

● Reconcile Shopify ↔ UPS errors (e.g., shipping/address mismatches, label issues, integration-related discrepancies)

● Escalate technical/product questions to internal technical support, following the handoff process (Aligned with the client’s task list.)

2) CRM Administration & Sales Support (Daily / Ongoing) Maintain a clean, current CRM so sales activity doesn’t slip through the cracks.

● Manage Companies & Contacts in the CRM (HubSpot)

● “Data-mine” leadership communications:

○ Review leadership email and call activity (Aircall) to ensure CRM stays current

○ Confirm follow-ups are logged and deals are tracked

● Create and assign tasks to internal team members inside the CRM

● Update and maintain deal records, including:

○ Training deals that originate from Shopify purchases and must be recorded in CRM

3) General Administrative Support (Completed within 1 business day when requested) Support internal coordination and admin needs efficiently.

● Schedule meetings and log/track them in the CRM

● Arrange travel for leadership and team members as requested

● Support basic HR/tech onboarding administration (not HR decision-making):

○ Add/remove staff access as needed across tools (Outlook/Microsoft, CRM, phone, shipping, e-commerce)

Tools & Systems Required / Strong Preference

● Microsoft Outlook + Microsoft ecosystem (we do not use Google tools)

● CRM experience (HubSpot strongly preferred; similar CRMs acceptable) Nice to Have (Training Provided Where Needed)

● Shopify (orders, customer issues)

● UPS shipping workflows

● Aircall (or similar phone systems)

● QuickBooks familiarity (helpful, not essential)

What Success Looks Like (First 30–60 Days)

● Customer inquiries are handled promptly using templates, with clean escalation when needed

● Shopify/UPS exceptions are identified early and resolved accurately

● CRM remains organized and current (contacts, deal updates, tasks assigned)

● Leadership feels “caught up” because follow-ups and tracking are consistently maintained

Ideal Candidate Profile

● 3+ years experience in customer service + admin support, ideally in e-commerce or small business operations

● High accuracy and comfort working across multiple integrated tools

● Strong written communication and professional phone presence

● Proactive: spots gaps (missing CRM updates, unresolved orders, unassigned tasks) and fixes or flags them

● Reliable and process-driven (can follow templates and also think independently when exceptions happen)

100% REMOTE

$50 birthday bonus

$200 testimonial bonus

$300 tenure bonus every 6 months

$500 entry monthly raffle

NO TRACKER. NO PROBLEM