E‑commerce Support & Operations Lead (WooCommerce)

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

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.