Customer Service Specialist (Ecommerce) (Remote)

vasl-talent; San Francisco (CA); Remote; USD 52,000 - 76,000; Full time

Job summary

vasl-talent is seeking a Customer Service Specialist (Ecommerce) to handle day-to-day support and participate in AI-driven process improvements. You will respond to inquiries via email, phone, and chat, assist with orders, shipping, returns, and product questions, and help refine our knowledge base and templates.

The role includes identifying repetitive questions, contributing to AI tool deployment, and monitoring performance to reduce support volume while maintaining brand voice.

Qualifications

• 1-3 years of eCommerce customer service experience.
• 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.

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 (AI)
• Help implement AI tools and automation to handle FAQs
• 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

Skills

Communication

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

AI & Automation (Key Part of Role)

• 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