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