Customer Service Representative (Ecommerce / AI-Enabled)

We’re looking for a detail-oriented, resourceful Customer Service Representative with experience in Shopify admin and a strong comfort level using AI tools. You’ll be the first point of contact for our customers, ensuring a smooth and friendly experience while also handling light backend operations. 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.

Requirements