Customer Service Representative (Ecommerce/AI-Enabled)

This role blends human empathy with tech-enabled efficiency.

Responsibilities:

• Respond to customer inquiries using a mix of personal judgment and AI-assisted drafts (e.g., ChatGPT, Gorgias AI).
• Personalize AI-generated responses to ensure an authentic, empathetic tone.
• Monitor and update customer support templates/macros to match evolving needs.
• Escalate complex or sensitive issues to appropriate internal teams.
• Handle refunds, cancellations, and exchanges through Shopify.
• Manage chargebacks and submit supporting documentation.
• Process customer requests for address, size, or product changes.
• Identify and report potential fraud or policy violations.
• Keep Shopify data clean and organized.

• At least 1 year of experience in a customer support or operations role, preferably in eCommerce.
• Proficient in Shopify — including editing orders, processing refunds, and managing customer accounts.
• Comfortable using AI tools to draft, summarize, or automate tasks.
• Strong written communication skills and the ability to know when to rely on AI and when to step in personally.
• Self-managed, organized, and proactive in handling tasks.
• Nice-to-Have: Experience with platforms such as Gorgias, Zendesk, Klaviyo, or Notion.