E-commerce specialists who know Shopify before they start
Dedicated remote talent for Shopify and DTC brands. Pre-vetted on Klaviyo, Gorgias, AfterShip, and ReCharge. Fully managed. Placed in 5 business days.
You didn't start your brand to answer "where is my order" emails at midnight
It's 11pm. You're working through customer service tickets while your supplier email sits unread. Inventory needs updating. Reviews need responding to. Tomorrow's ad creative is overdue. You'll do it all again tomorrow.
Most Shopify founders lose 20+ hours a week on tasks that don't need their judgment. Tasks that delay product launches, kill ad performance, and keep the brand at the same revenue ceiling for months.
You've probably tried to fix it. A freelancer who needed three days to find the Shopify admin. An agency that placed someone, sent a CV, and disappeared. A hire who couldn't tell a refund request from a complaint and quit in week two.
The problem isn't VAs. It's untrained generalists pretending to be e-commerce specialists.
What your e-commerce specialist actually handles
Customer service
- Triage and respond to Gorgias / Zendesk tickets within agreed SLA
- Handle returns, exchanges, refund processing
- Manage order escalations and WISMO inquiries
- Tag and categorize ticket trends for weekly reporting
- Build and refine response macros
Order management
- Verify orders flagged for review
- Coordinate with 3PL or warehouse on shipping issues
- Track and follow up on supplier delays
- Process pre-orders, backorders, and split shipments
- Reconcile inventory discrepancies
Shopify operations
- Product uploads, descriptions, and SEO metadata
- Collection management and merchandising
- Inventory updates and low-stock alerts
- Theme and page edits (non-developer)
- App configuration and basic troubleshooting
Email & SMS marketing
- Klaviyo flow setup and optimization (welcome, abandoned cart, post-purchase, win-back)
- Audience segmentation and list hygiene
- Campaign coordination and scheduling
- A/B test setup and results tracking
- Postscript / Attentive SMS campaign support
Reviews and UGC
- Yotpo / Loox / Judge.me review request automation
- Response management for positive and negative reviews
- UGC collection and organization
- Review moderation and dispute handling
Reporting and analysis
- Daily order, revenue, and CS volume reports
- Weekly performance dashboards
- Ad spend tracking and reconciliation
- Inventory and SKU performance reports
- Custom Notion or Google Sheets dashboards
Tools your specialist already knows
Every e-commerce specialist on our bench has 2+ years of hands-on Shopify experience. They don't need a week of training before they're useful.
Your Shopify ops, documented and protected
Every Hyperstaff e-commerce client gets an Operations Vault, a private documented record of every workflow your specialist builds and maintains.
Why it matters: If your specialist ever needs to be replaced, the next person inherits the entire system and is productive in week one. The work survives any single person.
- 1Klaviyo flow logic (which flows are running, what conditions, what content)
- 2Gorgias / Zendesk macros, response templates, and triage rules
- 3Refund and return decision tree (when to refund, when to replace, when to escalate)
- 4Supplier communication templates and contact protocols
- 5Peak-season runbook (Black Friday, BFCM, holiday rush procedures)
- 6SOP for new product launches (uploads, email setup, ads coordination)
- 7SKU performance reviews and inventory protocols
- 8Custom dashboards and reporting templates
What week one actually looks like
For a $1.5M Shopify brand on a full-time Expert plan.
- 1Day 1 (Monday)
Specialist starts. Reviews the Vault skeleton your account manager set up during kickoff. Begins clearing the customer service backlog you've been buried in. Documents top 10 ticket patterns.
- 2Day 3
Specialist proposes 3 new Gorgias macros to handle the most common ticket types automatically. You approve, they ship. Average response time drops from 18 hours to 4.
- 3Day 5
Specialist runs first daily ops report. Identifies a supplier delay about to cause 30 backorders next week. Coordinates with supplier, loops you in only when a decision is needed.
- 4Day 7
First weekly check-in with you and your account manager. Next priority: setting up Klaviyo abandoned cart flow that hasn't been touched since launch.
- 5Day 14
Abandoned cart flow live. Vault has full documentation of CS triage, refund policy, and the new flow. You're spending 3 hours a week on customer service instead of 20.
Two guarantees that back the work
5-day placement guarantee
If your specialist hasn't started work within 5 business days of your kickoff call, the placement guarantee triggers.
Replacement done properly
If your specialist isn't working out, we replace within 5 to 7 business days at no extra cost. The replacement inherits your full Operations Vault before they start.
Plans built for e-commerce ops
Essential
- 0–2 yrs experience
- Product uploads, order data entry, catalog research
- Monthly bundles of 40–160 hrs
- Best for brands handing off their first repetitive tasks
Professional
- 2–5 yrs experience
- Owns customer service or Shopify ops end to end
- Builds custom SOPs in month one
- The tier most growing Shopify brands stay on
Expert
- 5+ yrs experience
- Bi-weekly principal strategy sessions
- Custom systems: Notion ops dashboards, automation, reporting
- For brands at $1M+ taking ops off the founder
To be clear, what this isn't
Some things we don't do, so you can decide if we're a fit.
We don't write paid ad copy or run ad campaigns. Your specialist coordinates with your ad team but isn't a media buyer.
We don't develop custom Shopify apps or do theme development. Your specialist handles configuration, not code.
We don't replace your CFO. Reporting and reconciliation, yes. Tax strategy, no.
We don't do high-volume cold outbound sales. CS, retention, and ops are our wheelhouse.