What You'll Do
Deliver prompt, professional support to customers through email, chat, and ticketing platforms. Use AI-powered features to help draft and refine responses, ensuring clarity and consistency while preserving a human tone. Handle common issues related to orders, accounts, and product usage, guiding customers to quick resolutions.
When challenges arise, identify when and how to escalate matters to internal teams, ensuring seamless collaboration. Keep support records accurate and up to date, following established service level agreements and quality benchmarks. Help refine AI-driven tools by improving response templates, prompts, and automated workflows based on real-world use.
Requirements
- Proven experience in customer-facing support roles
- Hands-on use of AI tools to assist with writing or workflow optimization
- Established experience working remotely, including fluency with tools like Slack, Zoom, Google Workspace, and Asana
- Experience supporting teams in US or UK markets
- Excellent written English with strong attention to detail
- Availability to work fixed hours from 8:00 AM to 4:00 PM EST
Preferred Background
- Support experience in e-commerce or digital-first environments
- Familiarity with ticketing systems and customer support metrics
- Prior involvement in building or maintaining help content or knowledge bases
Technology You'll Use
Zendesk, Gorgias, Freshdesk, ChatGPT, AI-powered macros, Slack, Zoom, Google Workspace, Asana
Benefits
- Opportunity to work with fast-growing international organizations
- Pathway to long-term remote career development
- Competitive compensation package
- Clear potential for professional growth
