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
- At 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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