E-Commerce Email Complaints Assistant

I run a growing online store and need a reliable virtual assistant to take full ownership of our customer‐complaint inbox. Your main focus will be turning unhappy shoppers into satisfied, loyal customers using clear, empathetic, and solution-oriented email responses.

Here is what the role looks like:
• Monitor the dedicated complaints mailbox Monday-Friday.
• Acknowledge each issue within our four-hour response window.
• Investigate orders in our Shopify dashboard, confirm tracking or delivery status, and coordinate with our 3PL when replacements or refunds are warranted.
• Draft concise replies that follow our tone guide, insert the correct macros, and log each resolution in Help Scout.
• Flag any recurring product or shipping problems so I can tackle root causes.

Success is simple: the weekly CSAT for complaint tickets must stay above 90 %, and every message must be closed within 24 hours unless you are waiting on supplier feedback.

If you are fluent in English, confident with Shopify, and genuinely enjoy helping frustrated customers feel heard, I would love to see how you can make our support experience stand out.