Customer Service Specialist (Ecommerce) (Remote)
VASL•San Francisco, CA
•Remote
About The Position
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.
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
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
