Operations & Customer Support Virtual Assistant at Cherry Assistant

• We are hiring an  Operations & Customer Support Virtual Assistant for a fast-growing, e-commerce brand in the personalized children’s publishing space. This is a part-time remote role supporting a South African business that is experiencing rapid growth and increasing order volumes. This role is ideal for someone who is patient, detail-oriented, tech-savvy, and thrives in a startup environment while delivering exceptional customer experiences.

Key Responsibilities:

• Manage WhatsApp and email customer support inboxes, ensuring timely, friendly, and professional responses
• Handle pre- and post-purchase customer inquiries, guiding customers step-by-step through photo submission and approval processes
• Monitor and manage orders through the custom backend system and Shopify
• Perform quality assurance checks on AI-generated images to ensure likeness, visual quality, and consistency
• Request revisions or corrections when AI images do not meet quality standards
• Track approvals, missing information, and follow-ups to keep orders moving efficiently
• Update order notes, statuses, and tags accurately in Shopify and internal systems
• Coordinate with printing partners to submit print-ready files, track production, and resolve issues such as reprints or damaged orders
• Process refunds, reships, and customer resolutions according to company policy
• Maintain and improve SOPs, FAQs, and canned responses
• Proactively provide customers with order updates and ensure a smooth end-to-end experience
• Collect customer feedback, reviews, and testimonials where appropriate

Required Qualifications:

• 2+ years of experience in customer support, operations, or administrative roles (e-commerce preferred)
• 2+ years of experience working on Shopify or other e-commerce platforms (order fulfillment, printing, or logistics coordination)
• 2+ years of experience supporting customers via WhatsApp or live messaging platforms
• Fluent English with professional written and verbal communication skills
• Strong attention to detail, especially for visual quality and accuracy

Preferred Qualifications:

• Background in art, illustration, photography, design, or related visual disciplines
• Patient, empathetic, and calm when supporting less tech-savvy customers
• Comfortable working in a fast-paced startup environment with evolving processes
• Afrikaans language skills (nice to have, not required)

System Requirements:

• Reliable internet connection (minimum 20 Mbps)
• Computer with a 2.4 GHz processor or higher
• 8 GB RAM or higher
• Windows 10 or newer, or Mac OS X 10.10 or newer
• HD 720p webcam
• Headset with microphone