- Location
- California, San Francisco
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Source
- Freshteam
Description
Title: Customer Service Specialist (Ecommerce)
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.
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
Skills
Customer Service