Customer Support Specialist

## Do you solve problems — not just close tickets?

We're hiring **modern Customer Experience specialists** who can work alongside AI, solve root causes, and own outcomes — not just respond to tickets.

This is a role for operators who are comfortable **reviewing AI decisions, improving systems, and driving real fixes across the business**.

Join a women-led brand that has grown from zero to 8 figures annually and is scaling fast across the US, UK, and EU. This is not traditional support — it’s **AI-augmented CX with real ownership**.

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## [1] About the Company

We are a women-led sexual wellness and intimate health brand, redefining how women experience pleasure, confidence, and comfort. We have grown from zero to 8 figures in annual revenue and are scaling rapidly across the US, UK, EU, and beyond.

Customer experience is central to our mission — especially given the sensitive, deeply personal nature of our category. We approach this with empathy, discretion, and clarity.

We are building a team of **problem-solvers and systems thinkers — not ticket machines.**

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## [2] The Role

As a Customer Experience Specialist, your role sits at the intersection of **support, AI, and operations**.

AI handles a large share of first responses. Your job is to:

- Step in where complexity begins
- Ensure quality and accuracy
- Identify patterns and fix underlying issues

You will split your time between:

- **Complex support & resolutions (~60–70%)**
- **QA, reporting, and systems improvement (~30–40%)**

You are not just executing — you are **improving how the system works.**

This role reports to the Head of CX and works alongside a small, high-performance team.

**Schedule:** This role may require availability to work weekends, as customer needs don't pause on Saturdays and Sundays. Specific shifts will be discussed during the interview process.

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## [3] What You'll Do

### Complex Support & Resolutions (~60–70%)

- Handle escalated and nuanced customer issues that require judgment, not scripts
- Manage end-to-end resolution — investigation, decision-making, and follow-through
- Navigate sensitive conversations around sexual wellness with empathy and discretion
- Step in where AI responses fall short or require human context
- Make confident calls in grey areas where policies don’t neatly apply
- Escalate with clear thinking and proposed solutions (not just problems)

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### AI QA, Reporting & Systems (~30–40%)

- Review and quality-check AI-generated responses to ensure accuracy, tone, and correctness
- Identify where AI is failing (logic gaps, tone issues, incorrect resolutions) and improve it
- Build and maintain reporting on ticket trends, product issues, and operational gaps
- Spot patterns (e.g. defective batches, courier failures, confusing UX) and drive root-cause fixes
- Work cross-functionally with ops, product, and marketing to resolve systemic issues
- Create and refine SOPs, macros, and AI workflows

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## [4] What We're Looking For

### Must-haves:

- 2+ years of customer service experience (D2C, e-commerce, or consumer-facing roles preferred)
- Strong problem-solving ability — you think in root causes, not surface-level fixes
- Comfortable handling sensitive topics including sexual wellness and intimacy
- High ownership mindset — you take initiative without waiting to be told
- Excellent attention to detail while working at speed
- Experience with tools like Gorgias, Zendesk, Intercom, or similar

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### Nice-to-haves:

- Experience with Shopify or e-commerce operations
- Comfort working with AI tools (ChatGPT, Claude, automation workflows, prompt writing)
- Basic reporting/analysis skills (Google Sheets, Excel, dashboards)
- Experience QA-ing AI outputs or improving automation systems
- Familiarity with tools like Claude Code, Zapier, Make, or internal AI agents
- Cross-functional exposure (ops, logistics, product, marketing)

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## [5] What You'll Get

- USD $850–$1,100 / month (40 hours/week)
- Performance-based growth — compensation tied to impact
- **Paid 2-week training and probationary period** to get you fully ramped up on our systems, tools, and AI workflows before stepping into the full role
- Hands-on experience with **AI-first CX systems and workflows**
- Fully remote work
- Direct exposure to a fast-scaling global brand (US, UK, EU)
- Ownership of real problems and projects — not just ticket queues
- Opportunity to shape how a modern CX function is built

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## [6] HOW TO APPLY

Apply here:

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You will be asked to:

1. Upload your most updated CV
2. Answer a few short questions
3. Record a short Loom (2–3 mins):
- Why this role interests you
- One AI tool or workflow you'd bring into our CX team on day one, and why

Applications sent outside this link will not be reviewed.