E-commerce Customer Support & Retention

<p><strong>Location:</strong> Work from Home<br><strong>Type of Employment:</strong> Full-time or Part-time (depending on client requirements)<br><strong>Work Shift:</strong> US Business Hours</p> <h3><strong>About Us</strong></h3> <p>At <strong>OurAssistants</strong>, we connect property management and real estate companies with highly skilled virtual professionals who bring efficiency, accuracy, and professionalism to every task. We’re committed to creating a supportive and growth-oriented remote work environment where every team member can thrive. Learn more at <strong>ourassistants.com</strong>.<br><strong><br>What they'll own:</strong><br>- Two email inboxes (info@ and support@) responded to within 24 hours (FYI - right now the emails are like 10 a day, so that's why we're using this time to do the winback, outreach to those who have written bad reviews across a variety of platforms and also work on socials and comments there)<br>- Daily monitoring and responses across Facebook, Instagram, and X<br>- Subscription management through Recharge including active cancellation save attempts<br>- Proactive outreach to lost customers on Trustpilot, Stamped, and social to rebuild trust and bring them back<br>- Review management across Trustpilot and Stamped<br>- Daily tracking of tickets, response times, resolution types, cancellation saves, and winback status<br>- Weekly reporting to management<strong><br><br>What we're looking for:</strong><br>- Shopify experience, Recharge experience strongly preferred<br>- Fluent written English, natural and warm not templated<br>- Someone who treats a cancellation as a conversation, not a transaction<br>- Asks questions, listens, makes people feel genuinely heard<br>- Can spot patterns across tickets and flag them without being asked<br>- Works independently once they have the guidelines and owns the role fully</p>