Customer Support & Operations Specialist

About the Role

We're looking for a highly capable Customer Support & Operations Specialist to manage day-to-day customer inquiries while playing a key role in the ongoing improvement of our AI-powered customer service system.

This role combines customer service, ticket management, process improvement, troubleshooting, and AI operations. The successful candidate will monitor customer interactions, identify opportunities to improve AI responses, investigate issues, and refine rules and processes to make the system more accurate, effective, and aligned with our customer service standards.

The ideal candidate is analytical, proactive, detail-oriented, and comfortable working independently. They should have strong customer service experience, be highly coachable, and be willing to learn how AI-powered support systems work.

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: 7 USD per hour

Key Responsibilities

1. Customer Support

• Manage customer inquiries through email and support channels
• Monitor, manage, and resolve customer support tickets in a timely manner
• Provide accurate, professional, and customer-focused responses
• Identify unusual, sensitive, or complex issues and escalate them appropriately
• Ensure customer concerns are properly documented and followed through to resolution
• Maintain high customer service standards and response-time expectations

2. AI Customer Service Management

• Monitor and review customer interactions handled by our AI-powered customer service bot
• Identify inaccurate, incomplete, inappropriate, or ineffective AI responses
• Investigate the underlying reason for unexpected AI behavior or responses
• Create, update, and refine rules, workflows, processes, and response guidelines for the AI system
• Assist the internal team in improving the AI system based on customer interactions, recurring issues, and feedback
• Identify patterns in customer inquiries that could be addressed through improved AI processes
• Test and monitor changes to ensure the AI continues to provide accurate and appropriate responses
• Escalate technical or system-level issues when they require additional support

3. Operations & Administrative Support

• Maintain organized records and documentation related to customer support and AI processes
• Identify opportunities to improve customer service workflows and operational efficiency
• Assist with administrative and operational tasks during periods of lower customer support volume
• Collaborate closely with leadership to support smooth day-to-day operations
• Contribute to the development and documentation of standard operating procedures (SOPs)

Required Skills & Experience

• Virtual Assistant Experience: Minimum 1 year of experience working as a Virtual Assistant is required — candidates must be comfortable with remote work tools, async communication, and working independently without in-person oversight
• Experience: 3+ years in customer service, customer support, operations management, or a related role
• Communication: Strong written and verbal English communication skills
• Customer Support: Experience managing customer inquiries, email communications, and support tickets
• Analytical: Strong attention to detail and ability to identify errors or inconsistencies; comfortable troubleshooting issues and investigating root causes
• AI & Automation: Basic understanding of AI tools, automation, chatbots, or workflow systems is highly desirable; experience with Siena AI is a major plus
• Tools: Experience with CRM, helpdesk, ticketing, or customer service platforms is an advantage; experience with Gorgias is a plus
• Independence: Strong organizational and time-management skills; able to work independently with minimal supervision
• Profile: Critical thinker who notices when something doesn't look right and takes initiative to investigate; curious about how AI and automation can improve customer support; balances automation with good human judgment and customer empathy; takes ownership of tasks from identification through resolution