Customer Service Virtual Assistant

Keep response times fast without growing payroll.

When support slows down, reviews drop, churn rises, and your team gets pulled away from growth work.

Aristo Sourcing helps you hire a dedicated remote support specialist who handles customer conversations across your main channels, follows your tone of voice, and keeps your backlog under control.

What you get

Coverage across email, live chat, and social DMs
Time zone aligned support for US, UK, EU, and AU businesses
A calm, capable communicator trained on your SOPs and brand voice

"We have been extremely happy with the service and support we have received from the Aristo team the last couple of months. There have been times we have given the team projects with massive amounts of work, and the core team, with help from extra Aristo resources, has completed the entire research project by next morning. We have been to trade shows, and our VAs have reached out to people in advance and gotten us appointments that have lead directly to sales."

Craig Pollak

SVP, Social Survey

Why fast support matters

Most teams think they’re “not that slow” until they measure it.

Slow first response times create repeat follow-ups, frustrated customers, and a backlog that never truly clears. The outcome is predictable: your best people get dragged into reactive work, and your customers stop trusting timelines.

This page is not here to explain what a VA is. It’s here to show you how to build reliable support coverage with the right person and a hiring process that reduces risk.

What your support specialist can own (Scope of Work)

Channel coverage

Email support and inbox triage
Live chat conversations (website chat and store chat)
Social media DMs and comment escalation
Phone support (inbound and outbound, when required): high-clarity verbal communication for US/UK/AU markets, plus call notes and disposition tagging

Ticket handling and resolutions

Order status updates, shipping questions, returns, and refunds
Product troubleshooting using your scripts and SOPs
Subscription changes, cancellations, and win-back routing
Complaint handling with a calm tone and de-escalation

Operational support that protects CX

Tagging, categorization, and macros
Updating help center articles and canned responses
Escalation rules: what to solve, what to route, and how fast
Review workflows: routing negatives, requesting reviews, resolving issues before they escalate

Revenue-support (optional, if you want it)

Upsells and cross-sells: only with approved scripts, pricing rules, and refund/returns guardrails
Abandoned cart follow-ups: compliant outreach aligned with your consent rules and regional requirements (GDPR/PECR for UK/EU, TCPA for US SMS/calls where applicable)
Proactive CX outreach: back-in-stock, shipping delay updates, and “before it becomes a ticket” resolution messages

Important: You choose the scope. We don’t push a generic task list.

Helpdesk and software expertise (Tool-based hiring)

We match you with someone already comfortable in your stack, such as:

Helpdesk: Zendesk, Freshdesk, Intercom, Help Scout, Gorgias
CRM: HubSpot, Salesforce (Service Cloud), Pipedrive (if used for support)
eCommerce: Shopify, WooCommerce, Amazon Seller Central
Comms: Slack, Microsoft Teams, Zoom, Google Workspace
Docs and SOPs: Notion, Confluence, Google Drive

If you have a unique setup, we hire for it. If you’re still early-stage, we help you pick a simple stack that keeps execution clean.

The Aristo vetting and quality process

Most support hires fail for one of three reasons: weak communication, inconsistent judgment, or no quality control.

Our process is designed to prevent that:

English and communication screening: clarity, tone of voice, and written accuracy
Role-fit testing: real ticket simulations, reply writing, and escalation judgment
Soft skills assessment: empathy, problem-solving, and de-escalation under pressure
Background and reference checks: where appropriate and permitted
Onboarding support: SOPs, macros, escalation rules, and “what good looks like” examples
Quality loop: weekly calibration, ticket sampling, and KPI reporting (CSAT, FRT, resolution time)

For phone-heavy roles, we shortlist only candidates with high verbal clarity and strong listening skills, and you approve the final hire after interviews.

How hiring works

Step 1: Role design (15 to 30 minutes)

We define channels, coverage hours, required tools, tone of voice, and escalation rules.

Step 2: Shortlist (vetted candidates)

We source and test candidates, then send a shortlist aligned with your stack and your customer expectations.

Step 3: Interview and match (you choose the person)

You meet the candidates and pick who you want. This is a hire, not a blind assignment.

Step 4: Onboarding and go-live

We help set up SOPs, macros, QA expectations, and a simple reporting rhythm so your VA can start strong.

Step 5: Scale coverage when volume spikes

Need weekends, a second shift, or seasonal support? Add capacity without rebuilding the whole team.

KPIs VAs typically help you improve

First Response Time (FRT)
Resolution time
Customer satisfaction (CSAT)
First contact resolution (FCR)
Internal QA score (conversation sampling)
Backlog size and aging tickets
Review velocity and negative review routing

Ready for a support hire that feels “in-house” to your customers?

Book a call, and we’ll map your channels, coverage, and ideal candidate profile.

Frequently Asked Questions

Can you cover US time zones if my business is based in the US?

A US-based business can receive support coverage across US time zones by aligning recruitment with peak hours. The company recruits support agents based on shift requirements to ensure timely responses during peak customer activity.

Are your candidates native-level English speakers?

Support candidates are screened for native-level English proficiency through written and spoken evaluations. The screening includes tone, clarity, and judgment assessments during role-based testing.

How do you prevent “scripted” or robotic replies?

Scripted or robotic replies are prevented by hiring agents with empathy and decision-making skills. Tone-of-voice rules, macros, and escalation guidelines are implemented to maintain consistent, human responses.

What tools can your support specialists use?

Support specialists can use Zendesk, Freshdesk, Intercom, Help Scout, Gorgias, Slack, Microsoft Teams, and CRM tools. If a business uses other platforms, hiring is aligned with tool-specific experience.

How long does onboarding take?

Onboarding takes minimal time when supported by a clear SOP and escalation map. The company helps structure both to ensure efficient training and faster readiness for live support.

How do you handle quality control?

Weekly conversation sampling, CSAT, and FRT tracking, and regular calibration sessions manage quality control. This rhythm ensures consistent tone and performance across support interactions.

What if my product is technical or regulated?

Technical or regulated products are supported by hiring candidates with baseline capability and providing product-specific training. Domain expertise is built into hiring criteria and role testing when required.

Can the same person handle support plus admin tasks?

A single agent can handle both support and admin tasks in a blended role. The task split is clearly defined to protect and support SLAs and ensure performance across responsibilities.

Customer Service Virtual Assistant

Keep response times fast without growing payroll.

Low <5%

500+

35 years

Why fast support matters