Website:
growthatbrand.com
Job details:
We're Looking for a Rockstar Virtual Assistant (All Rounder, High Agency, Thinks Outside the Box)
We're a fast growing direct to consumer supplement brand, and we're looking for a rockstar virtual assistant who's a true all-rounder. Someone who thinks outside the box, operates with high agency, and doesn't need to be told twice. If you read a situation and already know what needs to happen next, you're the person we're looking for.
This is not a copy-paste, close-the-ticket, clock-out kind of role. We're small, founder-led, and hands-on, which means you'll work directly with the founders and your work will actually matter. Every message you send represents the entire brand. We need someone who writes like a real human, moves fast, and takes genuine pride in making customers feel taken care of.
Who We Are
We're built on clinical research, premium formulation, and real customer trust. We're not a "move fast and break things" supplement brand chasing a quick flip. We're building a brand that earns loyalty by actually caring, and our customers feel the difference in every interaction.
What You'll Own
1. Customer Support (Email, DMs, Comments)
You'll be the front line and the voice of the brand across every channel. Respond to all inbound emails within 8 hours, aiming to resolve fully in one thoughtful reply. Monitor and respond to comments on paid ads and organic posts, where tone matters because everything is public.
Handle DMs across platforms: answer questions, guide hesitant buyers without hardselling, and move public conversations into private threads when it makes sense. Manage all after-sales inquiries: order tracking, shipping issues, product questions, damaged or wrong items, and the "it's not working for me" conversations that need real care.
Two rules we take seriously. Always read the full thread before you reply. Customers should never have to repeat themselves. And escalate anything you're unsure about. There's no penalty for asking, and a real cost to guessing wrong on a health product.
2. Subscription Retention (This Is the Big One)
This is the single highest-value function in the role. Our subscription base is the engine of the business. When a cancellation request comes in, understand the reason first, always, before offering anything. Too much product, too expensive, didn't see results, wants to reorder later, each calls for a different response. Offer the right save based on that reason: a pause, a frequency change, a retention discount, or usage support. If they still want to cancel after one respectful offer, give them a genuine, easy path out. We never guilt, pressure, or trap anyone. That creates chargebacks and bad reviews, which cost us far more than one lost subscription. And log every cancellation with the stated reason, because patterns in that data are strategic gold.
3. Creator / Influencer Outreach
We want the right partnerships. Research and identify creators who are a genuine fit for us in fitness, wellness, and health. Send personalized, human outreach, never mass-blast copy-paste. Track everything in a shared sheet: creator name, platform, date contacted, status, response, next step. Follow up once after a few days, then move on. Escalate before committing to any paid deals or sending product to larger accounts.
4. Reporting & Organization
Keep cancellation logs, outreach trackers, and escalation notes organized and current. Flag recurring issues and patterns, product complaints, shipping problems, common questions, so we can fix root causes instead of playing whack-a-mole. Contribute to building out our internal knowledge base as new questions surface.
What We Need From You
Must-haves. Excellent written English, not "grammatically correct," excellent. You write like a warm, smart, confident human, not a chatbot, not a hype machine, not a template. This is the single most important thing. Experience in customer support for an e-commerce or DTC brand, with supplements or health and wellness a strong plus. Emotional intelligence and composure, because you'll deal with frustrated, skeptical, and occasionally rude customers and stay calm, kind, and factual, especially in public. Familiarity with Shopify, email support workflows, subscription tools, and social platforms like Meta and Instagram. Self-starter discipline for a remote, async role where you hit your response windows without anyone looking over your shoulder. And real comfort with escalation. You ask when you're not sure, and never improvise answers about a health product.
Nice-to-haves. Experience with subscription retention or "save" workflows, influencer outreach and partnership coordination, chargeback and dispute handling, and working in a small founder-led team where you wear multiple hats.
How Onboarding Works
Your first week is structured. Read the last 10 to 20 resolved tickets to absorb our tone. Review our product pages and FAQ as if you were a customer. Study our internal SOP twice. Draft your first 10 replies for founder review before anything goes live. Keep a running list of questions you couldn't answer so we can close those gaps together. You're not expected to know everything on day one. You're expected to ask, learn fast, and treat every customer like they matter, because they do.
To Apply
Please don't send a generic proposal, we spot them instantly. Instead, tell us briefly about your most relevant support experience, with DTC, supplements, or e-commerce preferred.
Show us how you'd actually respond, two to four sentences, in your natural voice. And share your availability and timezone.
We read every application carefully. If your writing is sharp, your thinking is clear, and you actually read this post, you'll hear from us.
Click on Apply to know more.