E-commerce Customer Support & Operations Specialist

VA Masters; Cebu City; On-site; PHP 391,000 - 580,000; Full time

Job summary

VA Masters in Cebu City, Philippines, is seeking an experienced E-commerce Customer Support & Operations Specialist to own daily store operations and customer communications. You will manage orders end-to-end in WooCommerce, coordinate with suppliers, and research new products for the catalogue.

You should have hands-on experience running an online store, with solid written English for customer emails, and a knack for problem-solving, accuracy, and proactive communication as our operations scale.

Qualifications

• Proven hands-on experience in e-commerce or dropshipping operations.
• A demonstrated ability to manage orders, refunds, and shipping issues.
• Experience uploading and managing product listings in WooCommerce/WordPress.

Responsibilities

• Answer customer inquiries by email covering order status, shipping timelines, product questions, returns, and refunds.
• Run the full order lifecycle in WooCommerce, processing, fulfilment, tracking, cancellations, and refunds.
• Coordinate with suppliers on orders, stock, shipping timelines, and issue resolution.
• Track and resolve shipping exceptions like delays, lost parcels, and damaged deliveries.
• Process returns, replacements, and refunds per store policy.
• Research and source new products, weighing cost, quality, and margins.
• Maintain product listings, titles, descriptions, images, variations, pricing, and inventory.
• Flag recurring issues and communicate quality concerns to prevent escalations.
• Keep accurate records of orders, tickets, and supplier correspondence.

Skills

E-commerce operations

WooCommerce

WordPress

End-to-end order management

Supplier sourcing

Written English

Attention to detail

Communication

Tools

WooCommerce

WordPress

Zendesk/Helpdesk

Job description

Job Summary

We're happy to be taking on an experienced E-commerce Customer Support & Operations Specialist to own our daily store operations and customer communications. The role sits at the centre of our order flow — fielding customer emails, running orders end to end in WooCommerce, coordinating with suppliers, and researching new products for our catalogue. We need someone who has truly run an online store before, not a general administrative assistant looking to move into e-commerce.

Key Responsibilities

• Answer customer inquiries by email covering order status, shipping timelines, product questions, returns, and refunds
• Run the full order lifecycle in WooCommerce, processing, fulfilment, tracking, cancellations, and refunds included
• Coordinate directly with suppliers on order placement, stock availability, shipping timelines, and issue resolution
• Track and clear up shipping exceptions such as delays, lost parcels, and incorrect or damaged deliveries
• Process returns, replacements, and refunds in line with store policy
• Research and source new products, weighing suppliers on cost, quality, shipping reliability, and margin potential
• Build and keep product listings in WooCommerce and WordPress, titles, descriptions, images, variations, pricing, and inventory levels included
• Watch for recurring customer complaints and flag product or supplier quality issues before they escalat[e]
• Keep accurate records of orders, customer tickets, and supplier correspondence
• Hold inventory and product data current across the store

Mandatory Skills

• Proven hands-on experience in e-commerce or dropshipping operations — not general administrative support
• Direct working experience with WooCommerce, order management, product uploads, inventory updates, and refunds included
• Working knowledge of WordPress, moving around the dashboard, editing product pages, and basic troubleshooting included
• Excellent written English suited to customer-facing email support — clear, professional, and empathetic
• Experience owning end-to-end order management, shipping problems, returns, and refunds included
• Demonstrated experience in product research and supplier sourcing, weighing cost, quality, and delivery reliability
• Comfortable across supplier platforms, tracking tools, and spreadsheets
• Dependable, precise, and able to work under little supervision
• Strong communication skills with fast, consistent responsiveness

Preferred Skills

• Experience with dropshipping supplier platforms such as AliExpress, CJdropshipping, Spocket, or similar
• Familiarity with helpdesk software such as Zendesk, Gorgias, Freshdesk, or Help Scout
• Basic image editing for product listings using Canva, Photoshop, or equivalent
• Experience with further e-commerce platforms such as Shopify or BigCommerce
• Familiarity with payment gateways and handling disputes or chargebacks through PayPal or Stripe
• Basic grasp of product page SEO and conversion-focused product copy
• Ability to juggle several priorities at once without dropping details

Why Join Us

This role carries real ownership — you'll be the person customers hear from and the person keeping our operations running smoothly. You'll work closely with a hands-on team that values initiative, clear communication, and people who catch problems before they become problems. There's genuine room to grow as the store expands.