Customer Service Specialist - Ecommerce

Title: Customer Service Specialist (Ecommerce) (Remote)

Location: 15 onondaga #12355, SF, CA 94112 California, San Francisco, 94112 United States Of America

Department: Administration

Job Description:

Job Type: Full-Time, Remote

Timings: 9 PM - 4 AM (Pakistan Standard Time)

Overview:

We’re looking for a customer-focused Customer Service Specialist who can not only handle day-to-day support, but also help us implement AI tools to streamline and improve customer experience. This role combines hands-on support with process improvement and automation.

Key Responsibilities:
• Respond to customer inquiries via email, phone, and chat
• Assist with orders, shipping, returns, and product questions
• Manage shipments using ShipStation
• Troubleshoot delivery issues and order errors
• Process refunds, replacements, and updates
• Answer reviews

AI & Automation (Key Part of Role)
• Identify repetitive customer questions and patterns
• Help implement AI tools and automation to handle FAQs (order status, shipping, returns, etc.)
• Create and refine response templates and knowledge base content
• Train and improve AI responses to match brand voice
• Monitor performance and suggest improvements to reduce support volume

Requirements:
• 1–3 years of eCommerce customer service experience
• Must be proficient in ShipStationStrong written and verbal communication skills
• Comfortable handling both calls and high-volume email support
• Interest or experience in AI tools, automation, or process improvement

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