Remote E-commerce Support Agent (AI Tools)

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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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