Customer Support Specialist – AI Assisted

Growth Troops; Cape Town; On-site; ZAR 694 000 - 1 043 000; Full time

Job summary

A dynamic tech company is seeking a Customer Support Specialist to manage support tickets for various eCommerce brands using AI tools. The role involves reviewing AI-generated responses and ensuring customer satisfaction. Candidates should have 2-3 years of experience in customer support, excellent written English, and a reflexive use of AI tools. This position offers the opportunity to gain valuable AI skills in a fast-changing tech environment.

Qualifications

• 2–3 years of experience in customer support, preferably in eCommerce.
• Ability to learn new systems quickly and reflexively use AI tools.

Responsibilities

• Review and approve AI generated responses before resolving customer issues.
• Edit or write replies as needed to ensure accuracy and brand tone.
• Flag edge cases or trends for internal escalations.

Skills

Attention to detail

Excellent written English

Experience with AI tools

Tools

Shopify

Gorgias

Richpanel

Job description

Customer support specialist - AI Assisted

Location: Remote. US Time zone

The Role

We’re looking for a reliable and detail oriented Customer Support Agent to help manage support tickets for a variety of eCommerce brands. You’ll be using AI powered platforms to review, refine and approve suggested responses before sending them to customers. Most tickets involve order update, return, product questions and shipping issues.

Why This Role is Exciting

This is more than a support role, it’s a chance to build in-demand AI skills. You’ll learn how to work hands‑on with AI tools, understand where automation excels and where humans are essential, and help shape the future of hybrid AI + human customer experience. The skills you gain here will put you at the forefront of one of the fastest‑changing areas in tech.

Responsibilities

• Review and approve AI generated responses before resolving customer issues
• Edit or write replies as needed to ensure accuracy and brand tone
• Flag edge cases or trends for internal escalations
• Handle 100‑200 tickets per day depending on volume & complexity
• Work within platforms like Shopify & other e‑commerce integrated tools

Requirements

• 2–3 years of experience in customer support (eCommerce preferred)
• Excellent written English and attention to detail
• Reflexive use of AI tools and learning new systems
• Bonus: experience with Shopify, DTC brands, or helpdesk tools like Gorgias and richpanel