Job Overview
Location
South Africa - Cape Town
Job Type
Contract
Category
Customer Support
Date Posted
March 30, 2026
Full Job Description
đź“‹ Description
- • Join Hangar Aviation Technologies, Inc. as a Remote E-commerce Support Agent (AI Tools) and play a vital role in delivering exceptional customer experiences for fast-growing global e-commerce brands. This position is critical to maintaining customer satisfaction and loyalty by ensuring timely, accurate, and empathetic support across multiple digital channels, directly impacting brand reputation and repeat business in a competitive online marketplace.
- • Respond to customer inquiries related to orders, returns, refunds, and shipping with a focus on clarity, empathy, and resolution efficiency, serving as the primary point of contact for customers navigating post-purchase experiences.
- • Leverage AI tools such as ChatGPT and AI-powered support assistants to draft responses, categorize tickets, and suggest solutions, enhancing response speed and consistency while maintaining a human touch in all customer interactions.
- • Manage high-volume support queues across email and live chat platforms, prioritizing urgent issues and ensuring timely follow-ups to meet service level expectations in a fast-paced, metrics-driven environment.
- • Maintain accurate and up-to-date customer and order records within e-commerce and support systems (e.g., Shopify, WooCommerce, Gorgias, Zendesk), ensuring data integrity for seamless handoffs and informed decision-making.
- • Proactively identify recurring customer issues, emerging trends, and systemic pain points, then flag these insights to the broader support and product teams to drive continuous improvement in processes and customer experience.
- • Collaborate effectively with distributed team members using remote-first tools including Slack, Zoom, Google Workspace, and Asana, fostering clear communication and alignment across time zones while working independently with strong self-discipline.
- • Adapt quickly to evolving tools, processes, and customer needs in a dynamic e-commerce landscape, demonstrating resilience and a growth mindset when handling repetitive workflows and fluctuating ticket volumes.
- • Contribute to a culture of customer-centric innovation by sharing feedback, suggesting improvements to AI tool usage, and participating in team knowledge-sharing sessions to elevate overall support quality.
- • Grow professionally in a remote-first, global organization that values initiative, adaptability, and continuous learning, with opportunities to deepen expertise in e-commerce operations, AI-augmented support, and cross-border customer service.
🎯 Requirements
- • Previous experience supporting customers in an e-commerce environment, including handling order-related inquiries, returns, refunds, and shipping issues via digital channels.
- • Practical experience using AI tools (such as ChatGPT or AI-powered support assistants) to assist with drafting written customer communications, improving response quality and efficiency.
- • Prior experience working remotely is mandatory, including demonstrated fluency with remote collaboration tools like Slack, Zoom, Google Workspace, and Asana, along with proven success working with US or UK-based companies.
- • Strong multitasking and prioritization skills, with the ability to manage multiple concurrent customer interactions while maintaining accuracy and composure under pressure.
- • Comfort working with high ticket volumes and repetitive workflows, demonstrating resilience, consistency, and attention to detail in routine support tasks.
🏖️ Benefits
- • Fully remote position offering flexibility to work from anywhere in South Africa (Cape Town-based) while collaborating with global teams across US time zones (EST–PST).
- • Opportunity to work with cutting-edge AI tools integrated into daily support workflows, building future-ready skills in AI-augmented customer service.
- • Access to professional growth opportunities through exposure to leading e-commerce platforms (Shopify, WooCommerce) and support systems (Gorgias, Zendesk, Intercom) used by fast-growing global brands.
- • Competitive pay and real career advancement potential within a vetted, growth-focused organization that connects top talent with innovative employers.
- • Collaborative, inclusive remote work culture supported by modern collaboration tools and clear communication practices.
- • Meaningful impact on customer satisfaction and brand loyalty by resolving issues with empathy and efficiency in high-stakes e-commerce interactions.
Skills & Technologies
Remote
About Hangar Aviation Technologies, Inc.
Provider of an online platform that connects aircraft owners and operators with certified pilots and instructors for on-demand charter, rental, training and ferry flights. The marketplace vets pilots, manages scheduling, payment and insurance, giving owners access to qualified crew while enabling pilots to find work across piston, turboprop and jet aircraft nationwide. Based in Austin, Texas, the company serves private owners, flight schools, charter operators and corporate flight departments seeking flexible pilot staffing solutions.
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