Email Customer Support Representative – Shopify & AI Tools

We're building a support experience that customers actually remember — and we need someone who takes pride in making that happen.
As our Email Customer Support Representative, you'll be the voice behind every customer interaction: resolving issues with clarity, empathy, and speed. You'll own the full support lifecycle from first response to final resolution, while helping us continuously raise the bar on quality, templates, and process.

What You'll Do

- Deliver timely, on-brand email responses that resolve issues and leave customers feeling genuinely heard
- Manage orders, returns, refunds, and account inquiries end-to-end using Shopify
- Leverage AI tools (ChatGPT, etc.) to draft, refine, and streamline responses without sacrificing quality or tone
- Maintain accurate records of interactions and resolutions to support team visibility and reporting
- Identify recurring issues and contribute to improving templates, FAQs, and SOPs
- Escalate complex cases appropriately while retaining ownership through to resolution


What You Bring

- 1–2+ years of email-based customer support experience, ideally in e-commerce
- Solid hands-on knowledge of Shopify (orders, refunds, customer profiles, third-party apps)
- Comfort using AI tools to enhance, not replace, thoughtful human communication
- Exceptional written communication: clear, professional, and warm under pressure
- Strong organizational skills with the ability to juggle multiple threads and hit response time targets
- A proactive, solutions-first mindset. You don't wait to be told something's broken


Why This Role
You won't be just fielding tickets. You'll have real input into how our support function grows, from the tools we use to the language we speak with customers. If you're someone who finds satisfaction in turning a frustrated customer into a loyal one, we'd love to hear from you.