Customer Service Specialist (E‑Commerce)

About the role

We are seeking a customer‑focused Customer Service Specialist to provide day‑to‑day support for our e‑commerce platform while driving process improvement through AI and automation. The position is fully remote and operates on a night shift schedule (9 PM – 4 AM PST).

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 order updates.
• Answer customer reviews.
• Identify repetitive questions and implement AI tools to automate FAQs.
• Create and refine 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 in AI tools, automation, or process improvement.

Required skills

• ShipStation

What we offer

• Full‑time remote work with flexible night‑shift schedule.
• Opportunity to shape AI‑driven support processes.
• Collaborative team focused on customer experience.