Customer Service Specialist

Customer Experience Specialist (AI-Augmented CX) | USD $850 - $1,100 / month | Full Time | Remote | Hire by Aug 7 | Asia / US Time

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Do you solve problems — not just close tickets?

Apply below for AI-augmented CX work with a fast-scaling global brand.

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[1] About the Company

This role is hired through Ally, a recruitment and operations partner working with a leading sexual wellness brand.

We are a women-led sexual wellness and intimate health brand, redefining how women experience pleasure, confidence, and comfort. We have grown from zero to 8 figures in annual revenue and are scaling rapidly across the US, UK, EU, and beyond.

Customer experience is central to our mission — especially given the sensitive, deeply personal nature of our category. We approach this with empathy, discretion, and clarity.

We are building a team of problem-solvers and systems thinkers — not ticket machines.

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[2] The Role

As a Customer Experience Specialist, your role sits at the intersection of support, AI, and operations.

AI handles a large share of first responses. Your job is to step in where complexity begins, ensure quality and accuracy, and identify patterns and fix underlying issues.

You will split your time between:

• Complex support & resolutions (~60–70%)
• QA, reporting, and systems improvement (~30–40%)

You are not just executing — you are improving how the system works.

This role reports to the Head of CX and works alongside a small, high-performance team.

Schedule: This role may require availability to work weekends. Specific shifts will be discussed during the interview process.

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[3] What You'll Do

Complex Support & Resolutions (~60–70%)

• Handle escalated and nuanced customer issues that require judgment, not scripts
• Manage end-to-end resolution — investigation, decision-making, and follow-through
• Navigate sensitive conversations around sexual wellness with empathy and discretion
• Step in where AI responses fall short or require human context
• Make confident calls in grey areas where policies don't neatly apply
• Escalate with clear thinking and proposed solutions (not just problems)

AI QA, Reporting & Systems (~30–40%)

• Review and quality-check AI-generated responses to ensure accuracy, tone, and correctness
• Identify where AI is failing (logic gaps, tone issues, incorrect resolutions) and improve it
• Build and maintain reporting on ticket trends, product issues, and operational gaps
• Spot patterns (e.g. defective batches, courier failures, confusing UX) and drive root-cause fixes
• Work cross-functionally with ops, product, and marketing to resolve systemic issues
• Create and refine SOPs, macros, and AI workflows

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[4] What We're Looking For

Must-haves:

• 2+ years of customer service experience (D2C, e-commerce, or consumer-facing roles preferred)
• Strong problem-solving ability — you think in root causes, not surface-level fixes
• Comfortable handling sensitive topics including sexual wellness and intimacy
• High ownership mindset — you take initiative without waiting to be told
• Excellent attention to detail while working at speed
• Experience with tools like Gorgias, Zendesk, Intercom, or similar

Nice-to-haves:

• Experience with Shopify or e-commerce operations
• Comfort working with AI tools (Claude, Claude Code, ChatGPT, automation workflows)
• Basic reporting/analysis skills (Google Sheets, Excel, dashboards)
• Experience QA-ing AI outputs or improving automation systems
• Familiarity with tools like Zapier, Make, or internal AI agents
• Cross-functional exposure (ops, logistics, product, marketing)

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[5] What You'll Get

• USD $850–$1,100 / month (40 hours/week)
• Performance-based growth — compensation tied to impact
• Paid 2-week training and probationary period to get you fully ramped up
• Hands-on experience with AI-first CX systems and workflows
• Fully remote work
• Direct exposure to a fast-scaling global brand (US, UK, EU)
• Ownership of real problems and projects — not just ticket queues
• Opportunity to shape how a modern CX function is built

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[6] HOW TO APPLY

Submit your application here:
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You will be asked to:

1. Upload your most updated CV
2. Answer a few short questions
3. Record a short Loom (2–3 mins):

• Why this role interests you
• One AI tool or workflow you'd bring into our CX team on day one, and why

Applications sent outside this link will not be reviewed.