Virtual Assistant - Logistics and Support Manager Needed

Role: Customer Experience & Fulfillment Coordinator Who We Are We’re a fast-scaling DTC wellness brand known for LullaBites — melatonin-free sleep gummies trusted by thousands of customers. We run a tight ship, move fast, and care deeply about the customer experience. This role is mission-critical to protect our reputation, retain happy subscribers, and ensure operations run smooth behind the scenes. Your Mission Become the right hand of our CX operations — responding to customer tickets with clarity and empathy, resolving issues with speed and judgment, and owning the flow of orders from Shopify to fulfillment. ️ What You’ll Own Customer Support (Commslayer Ticket System) • Respond to all tickets within SLA using brand macros and tone • Identify intent and route based on escalation triggers • Use discretion to issue refunds, reshipments, or decline based on policy • Escalate edge cases to fulfillment or Escalate tickets Fulfillment Coordination • Monitor stuck, delayed, or incorrect orders in Shopify • Communicate with 3PL via Direct fulfillment channel • Flag fraud, shipping mismatches, or bulk orders Subscription Management (Recharge App) • Edit, pause, cancel, or discount subscriptions as needed • Identify churn signals or patterns worth escalating • Help retain subscribers by proactively resolving complaints Internal Updates & Reporting • Log daily summaries, issues, and wins in our Notion dashboard • Join biweekly check-ins (async or live) to align on priorities • Provide customer insights that influence product or policy shifts Tools You’ll Use Commslayer - Ticket responses, macro handling Direct Message - (2 Channels) - 1:1 with Owner + Fulfillment team chat Notion - SOPs, cadence check-ins, performance logs Shopify - Order + customer access, refunds Recharge - Subscription edits and dunning management You Might Be a Fit If You… • Have 2+ years of eCommerce or DTC customer service experience • Can write clearly and empathetically without sounding robotic • Are a fast decision-maker who still follows SOPs • Handle tough customers with grace — and don’t take it personally • Are fluent in tools like Shopify, Recharge, Gorgias/Helpdesk tools, etc. • Can work independently and don’t need to be micromanaged • Care about building something — not just clocking in ✨ Bonus Points For… • Experience with wellness or supplements • Past startup or growth brand experience • Copywriting, refund recovery, or escalation wins Growth Path You’re not just a rep — you’ll become the eyes and ears of the customer. Exceptional performance can lead to: • CX Lead role • Performance-based bonuses • Influence on product, retention, and creative decisions Ready to Join? As the brand scales, this role can evolve into a Customer Experience Strategist or CX Operations Lead, depending on your strengths. You’ll have the opportunity to build out future SOPs, train new support hires, and contribute directly to how we improve customer retention, loyalty, and backend ops. If you have a builder’s mindset and care about turning feedback into better systems, this is the kind of role where you write the playbook — and then lead it. Apply tot his job Apply To this Job