As a Customer Support Specialist, you will play a key role in delivering accurate, timely assistance to customers through email, chat, and ticketing platforms. This position integrates AI-powered tools to help draft and refine responses, reduce resolution time, and improve overall service quality—without sacrificing a personalized, human-centered approach.
What You’ll Do
- Respond to customer inquiries related to orders, accounts, and product usage with clarity and professionalism
- Use AI-assisted writing tools to enhance response accuracy and consistency while maintaining your authentic voice
- Manage and resolve support tickets efficiently, escalating complex cases when necessary
- Collaborate with internal teams to ensure seamless customer experiences
- Keep support documentation up to date and follow established service level agreements
- Help refine AI prompts, templates, and workflows to improve team-wide efficiency
What We Require
- Proven experience in customer-facing support roles
- Hands-on use of AI tools to support communication or workflow optimization
- Established experience working remotely, including proficiency with tools like Slack, Zoom, Google Workspace, and project management platforms
- Fluency in written English with strong attention to detail
- Availability to work fixed hours from 8:00 AM to 4:00 PM EST
Nice-to-Have
- Background supporting e-commerce or digital-first brands
- Familiarity with support metrics and ticketing systems like Zendesk or Freshdesk
- Experience contributing to help centers or internal knowledge bases
Tools We Use
Zendesk, Gorgias, Freshdesk, ChatGPT, AI-powered macros, Slack, Zoom, Google Workspace
Why This Role Matters
You’ll help shape how AI enhances customer service without replacing the human element. This is a remote-first role designed for professionals who thrive in structured, independent environments and want to grow alongside innovative global businesses. Compensation is competitive, with opportunities to build a sustainable, long-term career in remote support.
