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 AI‑based automation to improve the overall customer experience. The position is full‑time and fully remote, working on Pakistan Standard Time night shifts.

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 and maintain the knowledge base.
• Identify repetitive questions and patterns to inform AI automation.
• Implement and refine AI tools for FAQs such as order status, shipping, and returns.
• Create and update response templates and knowledge‑base content.
• Train AI models to match brand voice and monitor their performance.

Required profile

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

Required skills

• ShipStation
• AI tools / automation platforms