Customer Service Specialist – E‑Commerce (Remote)

About the role

We are seeking a customer‑focused specialist to provide day‑to‑day support for our e‑commerce platform while also driving the implementation of AI‑powered tools to improve the customer experience. This full‑time remote position works the night shift (9 PM‑4 AM PKT) and combines hands‑on assistance with process automation.

Key responsibilities

• Respond to customer inquiries via email, phone, and live chat.
• Assist with order processing, shipping, returns, and product questions.
• Manage shipments using ShipStation and troubleshoot delivery issues.
• Process refunds, replacements, and order updates.
• Monitor and respond to customer reviews.
• Identify repetitive queries and help implement AI tools and automation for FAQs.
• Create and refine response templates and knowledge‑base content.
• Train AI models to align with brand voice and track performance metrics.

Required profile

• 1–3 years of e‑commerce customer service experience.
• Strong written and verbal communication skills.
• Comfortable handling both phone calls and high‑volume email support.
• Interest or experience with AI tools, automation, or process improvement.

Required skills

• Proficiency with ShipStation.