Job Description
An exciting opportunity for a top-tier, high-autonomy Senior Executive Assistant Lead to operate as a strategic force multiplier to the Founder, owning communication flow, safeguarding priorities, and driving disciplined execution in a growing, founder-led company built on long-term thinking and operational excellence.
Company Profile:
Our client is a growing, values-driven fitness equipment company focused on delivering high-quality products and building long-term customer trust.
The company operates with a lean, remote team and a calm, execution-oriented culture. There are no unnecessary layers, no bureaucracy, and no excess meetings. Decisions are context-driven, and team members are expected to exercise strong independent judgment.
This is a high-trust environment. There are no multiple stakeholders or complex corporate hierarchies — the Founder is the primary decision-maker. The right candidate must be comfortable operating in a direct, context-rich, autonomy-heavy structure.
Duties and Responsibilities:
Email Customer Support
- Respond to customer inquiries promptly and professionally.
- Handle issues related to late shipments by investigating and filing claims with shipping providers.
- Arrange reshipments for lost packages and keep customers informed throughout the process.
- Manage return requests by:
Identifying the reason for return.
Offering partial refunds or store credits to minimize returns when possible.
Processing and tracking return labels and received items.
Issuing refunds accurately
- Provide product-related information by consulting internal documentation.
- Forward bulk orders inquiries to relevant colleagues for follow-up.
Phone Call Assistance
- Handle inbound customer calls
- Conduct outbound call-backs as needed.
- Follow up with customers regarding open cases, shipping concerns, or pending resolutions.
- Monitor and respond to voicemail messages in a timely and professional manner.
- Maintain accurate documentation of all phone interactions in the order management or ticketing system.
Order Processing (Replacement/Reshipment)
- Follow established internal processes to ensure orders are packaged and shipped efficiently.
- Maintain daily documentation for warehouse billing purposes.
- Audit warehouse compensation and credited billing invoices to verify accuracy and report any discrepancies.
Customer Support
- Respond to inquiries regarding order status, shipping details, and delivery expectations in a professional and timely manner.
- Assist in resolving any issues related to incorrect or missing items, shipping errors, or other fulfillment-related concerns.
- Provide detailed product information and address customer questions regarding their orders.
- Process returns and exchanges, following the company’s return policy, and work with customers to resolve any issues related to returns or exchanges.
Shipping and Logistics Coordination
- Track shipments to confirm timely delivery and investigate any issues related to delayed or lost packages.
- Handle issues such as missed deliveries or misrouted packages by coordinating with shipping providers and processing claims where necessary.
- Communicate with customers regarding order status, delays, or shipping issues in a proactive manner.
General Expectations
- Maintain a professional and courteous demeanor in all customer interactions.
- Adhere to company policies and protocols when resolving customer issues.
- Proactively identify and suggest process improvements to enhance customer satisfaction and operational efficiency.
- Collaborate effectively with team members and management to support overall business objectives.
- Maintain confidentiality and professionalism in handling customer and company information
1v1 Check-Ins for Improvement and Feedback
- Participate in regular 1v1 check-ins with the Client or Client representative to receive feedback and suggestions for improvement.
- Use check-ins to demonstrate knowledge of overall processes and identify areas for growth.
Deliverables
- Accurate and timely resolution of customer inquiries and issues.
- Regularly updated records of shipping audits, order processing, and customer support activities.
- Detailed reports on identified billing discrepancies and filed disputes.
Performance Metrics
Response time and resolution rate for customer inquiries.
Accuracy in shipping audits and order processing.
Reduction in billing discrepancies through effective audits and dispute filing.
Minimum of 3–5 years of experience in Direct-to-Customer (DTC) customer service within e-commerce, logistics, or shipment operations, or 5–10 years of overall experience in Customer Service.
Experience with tools such as Gorgias, Shopify, Extensiv, AfterShip, and ShipStation
Strong organizational skills and attention to detail
Ability to handle a high volume of customer inquiries and order-related tasks
Proficient in email communication, messaging tools (Slack, Telegram), and order management systems (Shopify)
Familiarity with shipping processes and platforms (FedEx, UPS, LTL carriers)
Experience with customer service and returns management
Knowledge of order processing, including returns, reshipments, and replacements
Ability to manage multiple tasks simultaneously and prioritize effectively
Soft Skills
- Clear, professional, and empathetic communication with customers
- Proactive in following up and resolving customer issues
- Strong problem-solving skills with the ability to think on your feet
- Ability to work independently and as part of a team
- Strong interpersonal skills and a customer-first mindset
- Adaptability to shifting priorities and urgent customer needs
- Dependable, with a strong sense of accountability and time management
Technical & Equipment Requirements
To ensure continuous operations and dependable support even during unexpected disruptions, the CS VA must have the following in place:
Primary Equipment
- A reliable desktop or laptop used for daily tasks
Suggested Specs:
Processor: AMD Ryzen 5 3rd Generation or higher / Intel Core i5 to i9 (10th Gen or newer)
RAM: At least 16GB
SSD storage preferred
- Extra monitor (21”-24” or wider – not required but preferred)
- Noise-cancelling headset to ensure a quality call experience during meetings and for outbound calls as needed
- External webcam for clear video during team meetings or customer-facing interactions
Connectivity and Power Backup
- Primary internet connection with a minimum speed of 100 Mbps, and a secondary backup connection using a modem or pocket Wi-Fi to ensure uninterrupted work in case of internet disruptions
- Portable power source or generator to maintain operations during power outages
Job Type: Permanent
Employment Type: Full-time, Contractor
Schedule: Monday to Friday, 9:00 PM – 5:00 AM Manila Time
Location: Work from home
Industry: Fitness
