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Virtual Assistant (Customer Support & Logistics) Company: Fast-growing Australian e-commerce brand in the pet products space Location: Remote (covering AEST hours) ⸻ About the Role We’re looking for a proactive Virtual Assistant to support both customer service and logistics. You’ll be handling customer queries through an AI-powered helpdesk (similar to Freshdesk, Gorgias, or Zendesk) while also coordinating with our 3PL warehouse partner that uses Propella/ColoSys WMS HUGE BONUS IF YOU HAVE USED THIS SOFTWARE The role starts at part-time hours (9am–1pm AEST, 5 days/week, including Saturdays) and has the flexibility to expand into 6 days or full-time as the business scales. ⸻ What You’ll Do • Manage customer inquiries via an AI-driven helpdesk (skills from Gorgias/Zendesk/Freshdesk transfer directly). • Provide empathetic, clear responses on orders, shipping, and product details. • Liaise with a 3PL partner (Propella/ColoSys WMS) for stock queries, shipping delays, and order adjustments. • Update orders and tracking in Shopify. • Cover weekend support (Saturday required; extra days possible in peak periods). • QA and refine AI-generated replies to ensure brand tone and accuracy. ⸻ What We’re Looking For • Prior experience with helpdesks like Gorgias, Zendesk, Freshdesk, or Richpanel. • Strong knowledge of Shopify and at least one warehouse/3PL system (ShipHero, ShipStation, ShipBob, etc.). • Excellent English communication skills, written and spoken. • Availability 9am–1pm AEST, Mon–Fri + Saturday. • Flexibility to expand into 6 days/week or full-time as workload increases. ⸻ Bonus Skills • Familiarity with AI-assisted customer support tools. • Experience in pet or e-commerce customer service, particularly with durable consumer goods. • Ability to configure automations in a helpdesk system (canned replies, macros, reporting). • Knowledge of Propella/ColoSys WMS.