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.
Requirements
- 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
