~52m ago

Customer Support & CX Operations Lead - 65530159401

Remotelead

OtherOperations Lead

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Quick Summary

Key Responsibilities

Partner with leadership to test, evaluate, and refine AI support tools (chatbots, auto-responders) to handle routine first-touch inquiries. Documentation & SOPs: Create and update canned responses,

Requirements Summary

2+ years of experience in D2C customer support, e-commerce helpdesk operations, or customer experience. Platform Experience: Familiarity with e-commerce helpdesk software (Gorgias, Zendesk, Freshdesk,

Technical Tools

OtherOperations Lead

Responsibilities

~1 min read

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Respond to customer inquiries via email and chat regarding order status, shipping, product questions, and instructional video access.
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Maintain high CSAT scores, fast response times, and warm, brand-aligned communication.
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Triage urgent inquiries during peak holiday shipping windows.

AI Integration Support: Partner with leadership to test, evaluate, and refine AI support tools (chatbots, auto-responders) to handle routine first-touch inquiries.
Documentation & SOPs: Create and update canned responses, macro templates, and customer-facing FAQ/help center articles.
Customer Feedback Loop: Aggregate customer feedback during low-volume periods to identify recurring product or shipping pain points.

Requirements

~1 min read

Experience: 2+ years of experience in D2C customer support, e-commerce helpdesk operations, or customer experience.
Platform Experience: Familiarity with e-commerce helpdesk software (Gorgias, Zendesk, Freshdesk, or similar).
Communication: Exceptional written English with a warm, conversational, and empathetic tone.
Tech Literacy: Comfortable learning new web software, testing AI tools, and following structured technical SOPs.
Schedule Alignment: Ability to work full-time during US Central Standard Time business hours.