Customer Support Specialist

[IMPORTANT] To apply, please fill in the application form here: ---------- /share/base/form/shrlg9ii8G1L5XLAStUtgKSrgCd

About Crafti

Crafti is a matcha brand selling in USA and Singapore. We are a small and fast team that prioritises output and growth; with over 5 remote employees.

The Role

We're looking for a part-time Customer Support Specialist to handle customer escalations in the evenings and on weekends.

Our AI handles the first reply to most customer questions. You step in where a human is needed: approving refunds and replacements, solving issues the AI can't, and making sure every customer leaves happy. You'll also help the AI improve by flagging wrong answers and suggesting better ones. This is a focused, part-time role.

You're the right person if:

• Enjoy solving customer problems and turning an unhappy customer into a loyal one
• Can work through a queue quickly without losing accuracy
• Notice when something is wrong (a bad AI answer, a pattern of complaints) and raise it without being asked
• Want to learn how AI customer support works, and help shape it

This is not for you if:

• You want a full-time role. This is about 14 hours a week
• You are uncomfortable learning new software tools and AI on your own
• You cannot reliably work evenings (10pm–12am PHT) and weekends
• Your written English is not natural and professional, since most of our customers are in the US.

What you will do:

• Escalation handling: resolve customer conversations the AI has passed to a human, across email , Instagram, WhatsApp, Messenger and TikTok Shop
• Approvals: review and approve refunds, replacements and other resolutions, following our authority framework
• Order look-ups: check orders, tracking and subscriptions in Shopify, Amazon and our subscription app
• AI quality review: check AI replies, flag errors
• Handover: leave clear notes for the morning team on anything still open

What We Are Looking For:

• at least 1+ years in customer support for an e-commerce or consumer brand (US customers a plus)
• Experience with a helpdesk tool (Richpanel, Gorgias, Zendesk or similar)
• Familiarity with Shopify is a plus

Traits (these matter more than your CV):

• Ownership: when I close my shift, the queue is clear or handed over properly
• Good judgment: I know when to follow the rule and when to escalate
• Curious: I want to understand why customers write in, not just answer them
• Has opinions: I want to suggest a better way

Details

This is a part-time remote role based in the Philippines.

Remuneration: PHP ---------- per hour

Commitment: about 14 hours a week:

• 4 weeknights, 10:00pm–12:00am Philippines Time (2 hours each)
• Saturday and Sunday, 3 hours each (time to be agreed)