Customer Service Specialist (Ecommerce) (Remote)

VASL; San Francisco (CA); Remote; USD 40,000 - 60,000; Full time

Job summary

VASL is seeking a Customer Service Specialist (Ecommerce) to provide exceptional customer support while implementing AI tools for process automation. This full-time remote position involves responding to inquiries, managing orders, and training AI for improved customer interactions. The ideal candidate has 1-3 years of experience in eCommerce customer service, proficiency in ShipStation, and strong communication skills. Join us to streamline our customer experience and help improve service efficiency.

Qualifications

• 1–3 years of eCommerce customer service experience.
• Must be proficient in ShipStation.
• Strong written and verbal communication skills.

Responsibilities

• Respond to customer inquiries via email, phone, and chat.
• Assist with orders, shipping, returns, and product questions.
• Manage shipments using ShipStation.

Skills

Customer focus

Written and verbal communication

AI tools knowledge

Ecommerce experience

Tools

ShipStation

Job 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.

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
• 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 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