Customer Service & CX Specialist (AI-Enabled & Digital Support)

Location: Remote (Latin America or South Africa)
Employment Type: Full-Time, ICA Schedule

Full-time hours aligned with U.S. Business Hours (Flexible coverage with Central/Eastern time overlap; strict <24-hour response SLA)

Compensation:

Latin America (LATAM): $1,600 – $1,900 USD / month
South Africa (SA): $1,500 – $1,800 USD / month

About the Company
Our client is an innovative, fast-growing furniture design and manufacturing company experiencing rapid expansion, having doubled in size over the past year. They design their entire catalog in-house, manufacturing directly as well as partnering with top-tier contract manufacturers to meet booming national demand. They are an AI-forward organization that deeply values human connection. They leverage cutting-edge automation to handle routine logistics, giving their team the space to deliver memorable, high-touch customer experiences.

Role Overview
They are seeking a tech-savvy, sharp Customer Service & CX Specialist with 3+ years of experience to lead their frontline digital support operations. Note: This position is 100% email and written ticket-based. There are zero inbound or outbound phone calls involved. In this role, you will be the human "in the loop" behind an AI-assisted support system. Rather than typing repetitive responses from scratch, you will partner with an AI engine, reviewing, refining, and approving draft responses, facilitating automated return label generation, and ensuring every customer feels heard and valued. Beyond general D2C support, you will act as a key liaison for high-value B2B and trade inquiries (e.g., bulk orders for trade shows, commercial space outfitting), escalating complex requests directly to executive leadership. If you are a proactive problem solver who "thinks smarter, not harder," spots operational patterns, and wants to grow alongside a fast-scaling brand, this seat is for you.

Key Responsibilities

Frontline Digital Customer Support & Workflow Management (~80–90%)

100% Written Support: Handle all customer inquiries exclusively through written channels (email and support tickets). No phone calls required.
Human-in-the-Loop Triage: Review, edit, and approve AI-generated draft responses for incoming customer emails, ensuring 100% accuracy, warm brand tone, and high-touch resolution.
Returns & Claims Processing: Guide customers through an automated return workflow, verifying requests and issuing return shipping labels through an integrated portal.
Order Troubleshooting: Resolve order status questions, shipping delays, transit damage claims, and product assembly inquiries within a strict 24-hour SLA window.

High-Ticket Trade & Executive Escalations (~10–20%)

VIP & B2B Triage: Identify, qualify, and escalate high-value commercial inquiries (e.g., bulk orders, trade show requests, custom production timelines) directly to C-suite leadership with initial background context.
Ad-Hoc Client Assistance: Serve as an administrative support partner for urgent, high-stakes client requests (e.g., rush deliveries for 30+ tables), coordinating between logistics and leadership via email.

CX Process Optimization

Pattern Recognition: Analyze recurring customer friction points and partner with leadership to refine prompt drafts, automated macros, and FAQ documentation.
Continuous Improvement: Proactively test and suggest new tools or workflow tweaks to elevate the customer journey as order volume continues to double.

Hard Skills & Qualifications

3+ years of experience in customer support or CX operations for e-commerce brands (furniture, home decor, or physical product experience is a strong plus).
Exceptional written English skills with the ability to convey warmth, empathy, and clarity entirely through email and messaging.
High comfort level working alongside AI tools (e.g., ChatGPT, automated ticketing assistants, AI auto-drafting) and modern helpdesks (Gorgias, Zendesk, or Freshdesk).
Astute business acumen to recognize the difference between a routine return request and a high-value commercial opportunity that requires immediate executive escalation.
Quiet home office, reliable high-speed fiber internet, and backup power equipment (UPS/inverter).

Preferred Tools

Experience with some combination of:

Helpdesk Platforms (Gorgias, Zendesk, Freshdesk)
E-Commerce Platforms (Shopify)
AI Tools (ChatGPT, Perplexity, Auto-Drafting Assistants)
Automated Return Portals (Loop Returns)
Google Workspace

Soft Skills

Highly organized and detail-oriented
Autonomous and self-directed decision-maker
Strong written communication
Solutions-oriented problem solver
Comfortable reviewing and editing AI-generated outputs
Strong judgment when distinguishing routine tickets from VIP leads

About the Ideal Candidate
The ideal candidate is a proactive, tech-literate CX Specialist who knows how to blend automation with genuine human warmth. You understand that AI gets you 80% of the way there, but your eye for detail, empathy, and judgment are what deliver a 5-star customer experience. You take pride in keeping response times fast, recognizing key commercial opportunities, and helping scale a modern e-commerce brand.

Why This Role Matters
This role is the frontline voice of a rapidly growing brand. By acting as the critical human filter for AI workflows, you ensure customers receive rapid, highly empathetic responses while making sure major commercial deals get routed to leadership without delay. You will help turn potential customer service friction into long-term brand loyalty.

Customer Service Specialist (Digital & Email Support) - 65376400291