E-commerce Customer Experience Specialist (Ecommerce)

TL;DR

E-commerce Customer Experience Specialist (Ecommerce): Managing customer support across email, chat, and social media for a pet accessories brand with an accent on order management and professional communication. Focus on optimizing the customer journey using Shopify and AI tools to maintain high service standards.

Location: Remote. Must be available to work 12:00 PM - 9:00 PM UK Timezone

Company

hirify.global is a global staffing agency supporting rapidly growing e-commerce brands.

What you will do

• Manage customer inquiries and support requests via email, chat, and customer service platforms.
• Handle order-related issues including exchanges, modifications, refunds, and replacements using Shopify.
• Monitor and manage brand engagement across Facebook and Instagram.
• Draft personalized customer responses using AI tools and templates while maintaining a human tone.
• Escalate complex complaints and product concerns to management.
• Contribute to enhancing operational efficiency and customer experience workflows.

Requirements

• Previous experience in Customer Experience (CX), E-commerce Support, or similar roles.
• Familiarity with Shopify or other e-commerce platforms for order management.
• Strong written English communication skills for interaction with UK and US customers.
• Experience with customer service platforms like Gorgias or Zendesk.
• Proficiency in using AI tools (e.g., ChatGPT) to improve response efficiency.
• Availability to work Monday-Friday, 12:00 PM - 9:00 PM UK Timezone

Culture & Benefits

• Permanent work-from-home arrangement.
• Immediate hiring process.
• Health Insurance Coverage for eligible locations.