AI-Powered Customer Service & Operations Specialist

About the Role

We are building a next-generation customer service operation powered by AI — and we’re looking for a Customer Support & AI Operations Specialist who has been there and done it. Not someone who has worked around AI tools, but someone who has genuinely helped build an AI-powered support system from the ground up (or played a major role in shaping one).

This is a senior, hybrid role that combines hands-on customer support with deep operational ownership of our AI customer service environment. You’ll manage live customer interactions, but your bigger impact will be in continuously improving how our AI system thinks, responds, and performs — investigating failures, refining rules, building processes, and closing the loop between customer feedback and system accuracy.

If you’re analytical, proactive, and genuinely excited about the intersection of customer experience and AI automation, this role was designed for you.

Work Structure & Requirements

Location: Remote / Virtual
Schedule: Full-time, Monday–Friday, 8:00 AM–5:00 PM (40 hours per week, 1 hour unpaid break)
Time Zone: PST business hours
Compensation: 8 USD per hour

Key Responsibilities

1. Customer Support

Manage inbound customer inquiries across email and support channels
Monitor, manage, and resolve support tickets with accuracy and professionalism
Identify sensitive, unusual, or complex cases and escalate appropriately
Ensure all customer concerns are properly documented and followed through to resolution
2. AI Customer Service Management

Monitor and review customer interactions handled by our AI-powered support bot
Identify inaccurate, incomplete, or ineffective AI responses and investigate root causes
Create, update, and refine rules, workflows, and response guidelines to improve AI performance
Test changes and monitor outcomes to ensure the AI continues to meet our customer service standards
Surface patterns in customer inquiries that point to gaps in the AI system
Escalate technical or system-level issues when they require additional support
3. Operations & Process Improvement

Maintain organised records and documentation across customer support and AI workflows
Develop and document SOPs that keep the support operation running smoothly
Identify opportunities to improve efficiency and reduce manual workload through better automation
Collaborate closely with leadership on day-to-day operations and strategic improvements

Required Skills & Experience

Experience: 3+ years in customer service, customer support, or operations — with demonstrable experience in an AI-powered or automation-heavy support environment
AI & Automation: ⚠️ Hands-on experience building or significantly contributing to an AI-powered customer service system is strongly preferred; experience with Siena AI is a major plus
Tools: Experience with helpdesk or ticketing platforms (Gorgias, Zendesk, or similar)
Virtual Assistant Background: Minimum 1 year working as a VA — comfortable with remote tools, async communication, and independent work
Communication: Strong written and verbal English; professional and customer-focused in every interaction
Analytical: Sharp attention to detail; confident troubleshooting issues, identifying inconsistencies, and investigating root causes
Profile: A critical thinker who takes ownership from problem identification through to resolution; curious about AI and automation; knows when to let the system handle it and when human judgment needs to step in

To Apply:
Kindly send your resume and introduction video