AI-Assisted Customer Support Lead
About the role
We are a fast-growing DTC e-commerce brand selling to women across the US. 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. You will work with AI tools (Claude, ChatGPT) all day. 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. Spot when the AI gets something wrong, and report it so the system keeps getting better. Status: independent contractor.
What you'll do
- 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.
Requirements
- You will work with AI tools (Claude, ChatGPT) all day.
- Customer support here is not about writing replies anymore. Our AI drafts the replies, and most of them are already very good.
- Customers always come first: support and comments are your priority every day.
About OnlineJobs.ph
Hiring client posting on OnlineJobs.ph — company name not disclosed on the public listing.
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