Customer support specialist - AI Assisted

CUSTOMER SUPPORT SPECIALIST - AI ASSISTED
LOCATION: REMOTE. US TIME ZONE

THE ROLE
WE’RE LOOKING FOR A RELIABLE AND DETAIL ORIENTED CUSTOMER SUPPORT AGENT TO HELP MANAGE
SUPPORT TICKETS FOR A VARIETY OF ECOMMERCE BRANDS. YOU’LL BE USING AI POWERED
PLATFORMS TO REVIEW, REFINE AND APPROVE SUGGESTED RESPONSES BEFORE SENDING THEM TO
CUSTOMERS. MOST TICKETS INVOLVE ORDER UPDATE, RETURN, PRODUCT QUESTIONS AND SHIPPING ISSUES.

WHY THIS ROLE IS EXCITING
THIS IS MORE THAN A SUPPORT ROLE, IT’S A CHANCE TO BUILD IN-DEMAND AI SKILLS. YOU’LL LEARN HOW TO
WORK HANDS-ON WITH AI TOOLS, UNDERSTAND WHERE AUTOMATION EXCELS AND WHERE HUMANS ARE
ESSENTIAL, AND HELP SHAPE THE FUTURE OF HYBRID AI + HUMAN CUSTOMER EXPERIENCE. THE SKILLS YOU
GAIN HERE WILL PUT YOU AT THE FOREFRONT OF ONE OF THE FASTEST-CHANGING AREAS IN TECH.

RESPONSIBILITIES
● REVIEW AND APPROVE AI GENERATED RESPONSES BEFORE RESOLVING CUSTOMER ISSUES
● EDIT OR WRITE REPLIES AS NEEDED TO ENSURE ACCURACY AND BRAND TONE
● FLAG EDGE CASES OR TRENDS FOR INTERNAL ESCALATIONS
● HANDLE 100-200 TICKETS PER DAY DEPENDING ON VOLUME & COMPLEXITY
● WORK WITHIN PLATFORMS LIKE SHOPIFY & OTHER E-COMMERCE INTEGRATED TOOLS

REQUIREMENTS
● 2–3 YEARS OF EXPERIENCE IN CUSTOMER SUPPORT (ECOMMERCE PREFERRED)
● EXCELLENT WRITTEN ENGLISH AND ATTENTION TO DETAIL
● REFLEXIVE USE OF AI TOOLS AND LEARNING NEW SYSTEMS
● BONUS: EXPERIENCE WITH SHOPIFY, DTC BRANDS, OR HELPDESK TOOLS LIKE GORGIAS AND
RICHPANEL