Customer Service Specialist (Digital & Email Support)

Customer Service & CX Specialist (AI-Enabled & Digital Support)Location: Remote (Latin America or South Africa)Employment Type: Full-Time, ICA Schedule
* Full-time hours aligned with U.S. Business Hours (Flexible coverage with Central/Eastern time overlap; strict <24-hour response SLA)
* Latin America (LATAM): $1,600 – $1,900 USD / month
Latin America (LATAM): $1,600 – $1,900 USD / month
* South Africa (SA): $1,500 – $1,800 USD / month
South Africa (SA): $1,500 – $1,800 USD / month

About the CompanyOur client is an innovative, fast-growing furniture design and manufacturing company experiencing rapid expansion, having doubled in size over the past year. They design their entire catalog in-house, manufacturing directly as well as partnering with top-tier contract manufacturers to meet booming national demand. They are an AI-forward organization that deeply values human connection. They leverage cutting-edge automation to handle routine logistics, giving their team the space to deliver memorable, high-touch customer experiences.

Role OverviewThey are seeking a tech-savvy, sharp Customer Service & CX Specialist with 3+ years of experience to lead their frontline digital support operations. Note: This position is 100% email and written ticket-based. There are zero inbound or outbound phone calls involved. In this role, you will be the human "in the loop" behind an AI-assisted support system. Rather than typing repetitive responses from scratch, you will partner with an AI engine, reviewing, refining, and approving draft responses, facilitating automated return label generation, and ensuring every customer feels heard and valued. Beyond general D2C support, you will act as a key liaison for high-value B2B and trade inquiries (e.g., bulk orders for trade shows, commercial space outfitting), escalating complex requests directly to executive leadership. If you are a proactive problem solver who "thinks smarter, not harder," spots operational patterns, and wants to grow alongside a fast-scaling brand, this seat is for you.

Key Responsibilities

Frontline Digital Customer Support & Workflow Management (~80–90%)
* 100% Written Support: Handle all customer inquiries exclusively through written channels (email and support tickets). No phone calls required.
100% Written Support: Handle all customer inquiries exclusively through written channels (email and support tickets). No phone calls required.
* Human-in-the-Loop Triage: Review, edit, and approve AI-generated draft responses for incoming customer emails, ensuring 100% accuracy, warm brand tone, and high-touch resolution.
Human-in-the-Loop Triage: Review, edit, and approve AI-generated draft responses for incoming customer emails, ensuring 100% accuracy, warm brand tone, and high-touch resolution.
* Returns & Claims Processing: Guide customers through an automated return workflow, verifying requests and issuing return shipping labels through an integrated portal.
Returns & Claims Processing: Guide customers through an automated return workflow, verifying requests and issuing return shipping labels through an integrated portal.
* Order Troubleshooting: Resolve order status questions, shipping delays, transit damage claims, and product assembly inquiries within a strict 24-hour SLA window.
Order Troubleshooting: Resolve order status questions, shipping delays, transit damage claims, and product assembly inquiries within a strict 24-hour SLA window.

High-Ticket Trade & Executive Escalations (~10–20%)
* VIP & B2B Triage: Identify, qualify, and escalate high-value commercial inquiries (e.g., bulk orders, trade show requests, custom production timelines) directly to C-suite leadership with initial background context.
VIP & B2B Triage: Identify, qualify, and escalate high-value commercial inquiries (e.g., bulk orders, trade show requests, custom production timelines) directly to C-suite leadership with initial background context.
* Ad-Hoc Client Assistance: Serve as an administrative support partner for urgent, high-stakes client requests (e.g., rush deliveries for 30+ tables), coordinating between logistics and leadership via email.
Ad-Hoc Client Assistance: Serve as an administrative support partner for urgent, high-stakes client requests (e.g., rush deliveries for 30+ tables), coordinating between logistics and leadership via email.

CX Process Optimization
* Pattern Recognition: Analyze recurring customer friction points and partner with leadership to refine prompt drafts, automated macros, and FAQ documentation.
Pattern Recognition: Analyze recurring customer friction points and partner with leadership to refine prompt drafts, automated macros, and FAQ documentation.
* Continuous Improvement: Proactively test and suggest new tools or workflow tweaks to elevate the customer journey as order volume continues to double.
Continuous Improvement: Proactively test and suggest new tools or workflow tweaks to elevate the customer journey as order volume continues to double.