Customer Service Specialist

About THEMAGIC5
THEMAGIC5 is a leader in custom-fit swim goggles and performance eyewear, built on cutting-edge technology and uncompromising product quality. As we continue scaling globally, we look to expand our expertise in delivering the best-in-class customer service experience.

Role Overview
We are seeking an experienced customer service specialist to take ownership of THEMAGIC5’s presence across our backend customer service portal. This role is ideal for someone who understands the complexities of CX as well as a working knowledge of AI. You will help to lead our team every day answer complex questions while ensuring our brand reputation and customer satisfaction remain exceptional.

Key Responsibilities
• Review, edit, and finalize auto-generated customer email responses to ensure accuracy, clarity, and appropriate tone
• Respond to customer inquiries primarily via email, following company guidelines and service standards
• Proofread all outgoing communications for grammar, consistency, and brand voice
• Verify facts, policies, and customer-specific details in auto-generated content before sending
• Update, correct, and maintain internal company data and customer information with high accuracy
• Identify patterns or recurring issues in auto-generated responses and flag them for improvement
• Provide feedback on auto-generated response performance to help improve response quality and workflows
• Escalate complex, sensitive, or unclear cases to senior support or relevant teams
• Follow documented processes while maintaining flexibility to handle edge cases
• Ensure all communications meet compliance, quality, and customer satisfaction standards

Qualifications
• At least 3 years experience working in a customer service role
• Fluency in English
• Strong written communication and editing skills with exceptional attention to detail
• Ability to critically review auto-generated content and identify errors, omissions, or tone issues
• Experience in customer service, quality assurance, or content review roles preferred
• High level of accuracy when working with customer data and written communications
• Ability to follow structured guidelines while exercising judgment when edits are required
• Strong organizational skills and ability to manage multiple tickets or tasks efficiently
• Basic proficiency with email platforms, CRMs, and internal support tools
• Self-directed, dependable, and comfortable working in a fast-paced, tech-enabled environment
• Willingness to learn and adapt as systemwide tools and processes evolve