Operations EA / Customer Support - Job Code: 53141155219

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:

Role: Operations EA / Customer Support

Monthly Rate: $2000-2500/month

Availability: Full-time - 40 hours/week

Time Zone: 8:00 AM to 5:00 PM PT

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To streamline your application, please carefully review and complete ALL FOUR items below before proceeding to the application form.

What to Prepare:

1️⃣ English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.

2️⃣ DISC Assessment Type – You will need to enter your DISC Assessment Type in the application form. If you're unsure of your type, you can take a quick assessment here: Truity DISC ASSESSMENT

3️⃣ Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️

4️⃣ 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Requirements

- Customer communication, including text based support via OpenPhone/Quo

- Follow defined messaging flows and scripts

- Handle design revision requests and update dashboard accordingly

- Move orders through custom operations dashboard (replacing Asana)

- Update order status based on customer decisions (artwork approval, order details, payment method)

- Trigger handoffs to designers when revisions or new designs are requested

- Create and manage shipping labels when customers pay by check

- Ensure correct shipping details and process steps are followed

- Keep all orders and tasks moving through the pipeline without bottlenecks

- Execute repeatable workflows in a plug and play system driven by API integrations

- Proactively resolve simple issues and escalate complex ones with clear context

Good to have:

- Prior experience in e commerce, apparel/merch, or order operations roles

- Customer support experience with US based customers, especially Gen Z

- Experience working with custom dashboards or CRMs

- Strong integrator type personality: can execute and also think ahead, proposing process improvements

- Openness to future growth into broader operations responsibilities as the company scales

Non-negotiable Requirements:

- Strong written English for fast, clear text communication with US college students

- Problem solver who can understand the system and make good decisions independently

- Reliable, detail oriented, and diligent in following processes

- Full time availability on US hours

- Comfortable working fully remotely in a fast paced, scaling startup environment

- Highly process driven; able to follow defined workflows and messaging without improvising

- Strong operational judgment. Understands order states, next actions, and how to move work forward

- Ability to catch inconsistencies or edge cases before they become issues

- Comfortable coordinating handoffs between customer, design, and logistics

- Digitally native and comfortable communicating with a Gen Z audience

- Calm under pressure and able to manage multiple active orders simultaneously

- Proactive communicator who flags risks or blockers early

- Takes ownership of the pipeline and inbox rather than waiting for direction

Industry/Tools Experience:

- OpenPhone (now Quo): customer text communication

- Custom internal dashboard

- General familiarity with SaaS/admin tools

Benefits

🌍 Benefits of Joining the Coconut Talent Pool

1. Access to Global Opportunities
Get matched with international companies actively seeking skilled remote professionals.

2. Premium Client Matches
Work with vetted, high-quality clients who value long-term relationships and real impact.

3. Hassle-Free Sourcing
No need to job hunt—we connect you with roles aligned with your expertise and career goals.

4. Ongoing Opportunities
Stay in our talent pool for future openings. You're free to work with other clients while you wait.

5. Free to Join
No fees. No fine print. Just a fair and transparent process from the start.