AI-Assisted Customer Support Lead <email class=

JOB OVERVIEW

➤ Who we are
We are a fast-growing DTC e-commerce brand selling to women across the US. Orders are growing fast, and we need one person to own customer support from end to end.
We are not the average e-commerce brand that stops caring once the order is paid. We want every customer happy, and a brand reputation that is spotless. That is why this role matters to us.

➤ This is not a typing job. It's a thinking job.
Customer support here is not about writing replies anymore. Our AI drafts the replies, and most of them are already very good.
Your job is to think: read every draft, check the order and the facts, fix what's wrong, and d ---------- what gets sent. You will work with AI tools (Claude, ChatGPT) all day. We need a sharp brain, not a fast typist.
And you own the result. Every customer gets an answer. Every order problem gets followed until it is solved. Nothing gets forgotten. You don't need anyone to remind you.

➤ What you will own
Customers always come first: support and comments are your priority every day. Supplier follow-ups and creator partnerships fill the rest of your shift.

1. Customer support (email , AI-assisted)

• Review every AI-drafted reply in our inbox (Help Scout): check the order in Shopify and the tracking, correct or rewrite with AI when needed, then send.
• Handle order status, shipping delays, returns, refunds, exchanges and address changes.
• Handle sensitive cases calmly: upset customers, disputes and chargebacks.
• Spot when the AI gets something wrong, and report it so the system keeps getting better.

2. Social media moderation

• Check comments on our Facebook and Instagram pages and ads, every day.
• Reply, hide spam, and turn public complaints into solved tickets.
• Answer DMs.

3. Supplier and fulfillment communication

• Follow up with our supplier and fulfillment partners on delayed, lost or wrong orders.
• Make sure every stuck order gets a solution, and the customer hears about it.

4. Influencer and creator partnerships

• Reach out to content creators and influencers, and follow up.
• Coordinate product shipments and track the content we receive.

As the owner of the department, you will also:

• Suggest improvements to our reply rules, templates and SOPs (step-by-step guides).
• Report recurring problems (product, shipping, website) to the founder, with a suggested fix.
• Train and lead new agents later, if the team grows.

➤ Schedule

• Full time, 6 days a week, 7 hours of work a day. Your day off is fixed and agreed together (any day except Sunday and Monday).
• Early morning shift: 6:00 AM to about 1:00 PM Philippine time (a 7:00 AM start is possible). It's still evening in the US, so you are there when our customers are active.
• Plus about 1 hour in the evening to check new tickets and comments. 7 hours of work a day in total.
• Being open to a 7th day during peak season is a big plus (paid extra).
• 100% remote. Fast, reliable internet and a backup plan for power outages.
• Start: as soon as possible.

➤ Who you are

• Must have: 2+ years of customer support for an e-commerce brand on Shopify. This is required.
• Must have: you already use AI tools (ChatGPT, Claude or similar) regularly. If you don't use AI today, this role is not for you. We will train you on our system.
• A sharp, analytical mind: you read carefully, check the facts, and catch mistakes, including the AI's.
• Excellent written English: warm, clear and professional.
• Organized and detail-oriented. To prove it: in the application form, start your answer about the Shopify brands you supported with the word banana.
• Responsible. You own the result, you follow up without being reminded, and you bring solutions, not only problems.
• Experience with a helpdesk (Help Scout, Gorgias, Zendesk or similar).
• Experience with Facebook and Instagram comment moderation.
• Bonus: experience as a team lead or senior agent.
• Bonus: experience with influencer or content creator (UGC) outreach.

➤ What's in it for you
💰 Competitive monthly salary, paid on time, every month. Strong experience gets the top of the range.
📊 Performance bonuses.
🚀 A real growth path: grow into Customer Support Manager, and beyond (for example operations) if you want more responsibility.
🤝 A long-term, stable role with a brand that is actively scaling.
👤 Direct work with the founder.
🌴 100% remote. Early shift: most of your work is done by early afternoon.

Status: independent contractor. The salary is gross, and you handle your own taxes.

➤ A word from the founder
I am looking for someone with a brain, who takes responsibility. My goal is simple: within a few weeks, you are 100% autonomous. I don't double-check your work, because you handle it and I trust you. Every email and every comment gets answered on time, every day. Nothing gets forgotten. If there is a problem, I hear about it from you first.
In return: your salary grows over time, you earn performance bonuses, and you take on more responsibility as the brand grows.

➤ How to apply
Apply through this form: ----------
Applications sent any other way will not be considered.

➤ Our hiring process
1. Application form
2. Quick video interview with the founder
3. You start. The first week is a paid trial week, then it's a long-term role