About the role
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Remote E-commerce Support Agent (AI Tools)
Location: Remote
Time Zone: US Time Zones (EST–PST)
Role Overview
We are hiring a Remote E-commerce Support Agent to support customers across online sales channels while leveraging AI tools to improve efficiency and consistency. This role is ideal for someone comfortable handling high volumes of customer inquiries in a fast-paced e-commerce environment.
Key Responsibilities
Respond to customer inquiries related to orders, returns, refunds, and shipping
Use AI tools to assist with response drafting and ticket categorization
Manage high-volume support queues across email and chat
Ensure accurate and empathetic customer communication
Update customer and order records within support and e-commerce systems
Identify recurring issues and flag trends to the broader team
Required Qualifications
Previous experience supporting customers in an e-commerce environment
Practical experience using AI tools to assist with written customer communication
Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
Strong multitasking and prioritization skills
Comfort working with high ticket volumes and repetitive workflows
Preferred Qualifications
Experience with Shopify, WooCommerce, or similar platforms
Familiarity with customer support metrics such as CSAT and response times
Experience supporting omnichannel customer service operations
Tools & Technology
E-commerce Platforms: Shopify, WooCommerce, or similar
Support Tools: Gorgias, Zendesk, Intercom
AI Tools: ChatGPT, AI-powered support assistants
Collaboration: Slack, Zoom, Google Workspace
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