Online Order Support VA – Brand Concierge

About the role

TalentPop App is looking for a remote Online Order Support VA to act as a Brand Concierge. You will guide customers through their purchasing journey, recover missed sales, and deliver a high‑touch experience that builds loyalty.

Key responsibilities

• Engage customers via chat, email, phone, and SMS to assist with orders, product inquiries, and post‑purchase needs.
• Identify upselling, cross‑selling, and bundling opportunities to increase average order value.
• Support subscription recovery, win‑backs, abandoned‑cart assistance, and other sales‑related touchpoints.
• Handle order tracking, returns, exchanges, and cancellations while seeking retention opportunities.
• Represent the brand voice and provide a personalized, concierge‑level experience.
• Maintain accurate customer records and share insights to improve sales strategies.
• Collaborate with internal teams to implement feedback and optimise conversion processes.

Required profile

• At least 1 year of proven remote sales or customer support experience.
• Prior e‑commerce experience in upselling, cross‑selling, abandoned‑cart recovery, subscription assistance, or product bundling.
• Strong persuasive communication and relationship‑building abilities.
• Experience with phone, email, or chat support; e‑commerce sales experience is a plus.
• Self‑motivated, goal‑oriented and able to thrive in a fast‑paced remote environment.

Required skills

• Familiarity with Shopify.
• Experience using CRM tools or customer engagement platforms.

What we offer

• Commission‑based earnings and annual performance incentives.
• Fully remote work with flexible scheduling.