Responsibilities:

• Solve customer tickets (email + chat) – clear, calm, human responses that actually fix the issue

• Handle order + shipping problems – tracking, address changes, delivery issues, returns, refunds

• Give product guidance without marketing noise – honest answers with nuance: what it does and doesn't do

• Work smart with AI – faster output, same quality (always correct, always Clearly)

• Improve the system – spot patterns, update SOPs/macros, reduce repeat questions

• Escalate the right things, the right way – hand over complex cases with full context so we can act fast

Requirements:

• Strong written English (clear, human, professional)

• Shopify / eCommerce experience (you know how orders + systems work)

• Common sense (you think in solutions, not scripts)

• Tech savvy + comfortable with AI tools

• Great laptop + stable internet

• Ownership (you pick it up and finish it)

• US time zone availability + occasional overlap with Europe

• You naturally think in systems (you love fixing root causes)

• You work with 2 screens

• Strong typing speed

• Experience with a helpdesk tool (e.g. Gorgias, Zendesk, Intercom)