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.RequirementsAt 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. Originally posted on Himalayas
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