Sample shortlist · candidates written by us, real screener output
Customer Support VA — sample search
This is what every search delivers: finalists screened against the brief, each with a score, screening notes, structured answers, and a graded work sample. These sample candidates were written by us and run through the real screener — the scores and notes are its unedited output, not a mock-up.
Maria S.
SCREEN 88/100Screening notes
The work sample is the strongest signal — the FAQ answers are specific, brand-appropriate, and action-oriented (photo optional, 2-hour address window, $5 credit already applied), and both templates are clean, human, and free of filler phrases that scream AI-drafted copy. The scenario response demonstrates genuine operational thinking: she didn't just resolve the ticket, she flagged a SKU-level packaging pattern and pre-armed the social team, which is SME-level judgment, not VA-level boilerplate. Experience is unusually concrete — named accounts, named tools, 60-80 tickets/day, 96% CSAT across two quarters, chargeback escalations — every claim is falsifiable, which is exactly what you want. The one concern is that the scenario answer and FAQ read polished enough that a skeptic might question unaided authorship, so a live timed writing test on a new prompt before final offer is the only prudent gate; at $950 she sits comfortably mid-band and I would present her to a client with confidence pending that one check.
Experience
4 years at TaskUs supporting a US e-commerce account (Shopify + Zendesk), handled 60-80 tickets/day, top CSAT (96%) two quarters, promoted to SME handling escalations and chargeback disputes. Before that 1 year chat support at Concentrix.
Scenario answer
First, I would respond within the hour and lead with ownership, not policy: apologize specifically for a second broken order, confirm the refund is processed today, and give them the confirmation number in the same message. Then I would offer a replacement at no cost shipped with extra padding plus a small credit, and flag the SKU to the ops team since two breakages suggest a packaging issue, not bad luck. I would also leave an internal note so if they post publicly, the social team has full context and the resolution is already done.
Work sample
FAQ for a ceramic mug brand: 1) How long does shipping take? 3-5 business days US, tracked. 2) My mug arrived broken - we replace free within 48h, photo optional. 3) Is it dishwasher safe? Yes, top rack; handwash extends the glaze. 4) Can I change my address after ordering? Within 2 hours via the link in your confirmation email. 5) Do you ship internationally? Yes, 25 countries, duties shown at checkout. TEMPLATE shipping delay: Hi {name}, your order {id} left our warehouse but the carrier is running 2 days behind. New ETA {date}. We have added a $5 credit for the wait - no action needed. TEMPLATE refund: Hi {name}, your refund of {amount} was issued today to your original payment method; banks post it in 3-5 days. Anything else I can fix, just reply.
Joselito R.
SCREEN 84/100Screening notes
Strongest evidence: Gorgias ownership on a real US home-goods Shopify brand with named volume (~50 tickets/day), authoring the macro library that survived his tenure, and end-to-end PayPal/Shopify Payments dispute handling — these are specific, falsifiable claims that most applicants replace with adjectives. Work samples are genuinely functional: the delay and refund templates are clean, warm, and action-first without being bloated, the FAQ shows e-commerce product intuition (pet safety caveat, wholesale trigger word), and the scenario answer adds the VIP routing flag and internal photo-tagging — operational instincts beyond the obvious. Biggest concern: Zendesk is a hard must-have per the brief and he lists only Gorgias; Gorgias is architecturally similar and she clearly understands ticket-based workflows, but the gap is real and a client could reject on that alone without a trial period or stated willingness to ramp. Verdict: advance to interview with a direct question about Zendesk exposure and a short live-ticket exercise; if he can demonstrate transferable platform fluency she clears the bar, and $900 is mid-band for the output quality shown.
Experience
3 years with a US home-goods Shopify brand via an agency: owned the shared inbox (Gorgias), ~50 tickets/day, wrote the macro library the team still uses, handled PayPal and Shopify Payments disputes end to end. Started in chat support at Alorica.
Scenario answer
I would reply fast and specific: apologize for the repeat breakage, process the refund immediately and say so with the reference number, then offer a free replacement with reinforced packaging if they are open to it. I would add a $10 store credit without being asked. Internally I would tag the order photos to the packaging issue thread because two breakages on one address usually means carrier or box, and flag the account VIP so any reply from them routes to me first.
Work sample
FAQ for a candle brand: 1) When will my order ship? Within 2 business days, tracking by email. 2) My candle arrived cracked - send a photo, replacement ships in 48h, no return needed. 3) How do I remove wax from the jar? Freeze 2 hours, pop with a butter knife, wash warm. 4) Do you offer wholesale? Yes, 24+ units, reply WHOLESALE for the sheet. 5) Are your candles pet safe? Soy wax and phthalate-free oils, but keep burning candles away from pets. DELAY TEMPLATE: Hi {name}, quick heads up - your order {id} is running about 2 days late at the carrier. New ETA {date}. Here is 10% off your next order for the trouble. REFUND TEMPLATE: Hi {name}, done - {amount} refunded today, your bank will post it in 3-5 days. The item is yours to keep or gift. Anything else, just reply to me directly.
Karla D.
SCREEN 84/100Screening notes
Strongest evidence is the combination of exact tool stack match (Zendesk + Shopify + Recharge + Stripe disputes), a named employer context with a real metric (18% refund-abuse reduction via photo-evidence flow), and team-lead ownership that maps directly to 'inbox end to end.' The work sample is the clearest differentiator: the delay and refund templates are specific, human, and brand-voice-ready rather than generic placeholders, and the FAQ entries show product-context thinking (grind settings, return nuance) rather than boilerplate copy-paste. The scenario answer is structurally sound — immediate refund, root-cause ticket, no engagement with the threat — though it reads slightly rehearsed and stops short of explaining how she would personally validate the fulfillment fix was implemented. The one genuine concern is that the Sitel telecom years are bulk filler with no metrics or specifics, which means ~60% of her total tenure is adjective-only; however, the DTC lead role alone covers the must-haves, and at $1,050 she sits at the top of band but is defensible given the lead-level evidence. Advance to interview.
Experience
5 years total: 2 years team lead for a 6-person support pod at a US skincare DTC brand (Zendesk + Recharge subscriptions), before that 3 years at Sitel on a telecom account. Wrote the escalation matrix and cut refund-abuse losses 18% by tightening the photo-evidence flow.
Scenario answer
Two broken orders means the apology has to come with proof of change, not just a refund. I would refund immediately and say exactly when it lands, offer a replacement shipped with a different packing method, and tell them specifically what we changed so the third box does not break. I would not argue about the public-post threat - customers who feel heard rarely post. Then I would open a ticket with fulfillment with photos from both incidents, because the pattern is the real problem.
Work sample
Chose a coffee-gear brand. FAQ: 1) Grinder arrived with a loose hopper - 2-min fix video linked, or we swap it free within 30 days. 2) How long is shipping? 2-4 business days US, free over $50. 3) Which grind for French press? Coarse, setting 28-32 on our dial - full chart linked. 4) Can I return an opened grinder? Yes, 30 days, no restocking fee if cleaned. 5) Warranty? 2 years, keep your order number handy. DELAY TEMPLATE: Hi {name}, your grinder is 2 days behind at the carrier - new ETA {date}. Coffee on us: code FRESH10. REFUND TEMPLATE: Hi {name}, {amount} is on its way back to your card today, 3-5 business days to post. If the grinder grows on you, keep it and the refund stands - just tell me.
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