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.