Customer Support Specialist

What you'll do:
- Reply to customer emails — we use a custom AI assistant to draft replies, you edit & improve, then send
- Answer DMs and comments on Instagram, Facebook, and TikTok
- Moderate public comments (delete spam/abuse, hide negativity, escalate to me)
- Process refunds (with my approval)
- Cancel orders & update shipping addresses in Shopify
- Send out replacement screens / cameras via our 3PL (NextSmartShip)
- Chase NextSmartShip when packages are stuck or lost
- Provide tracking updates to customers
- Troubleshoot technical product questions (Bluetooth, audio, install — we'll train you)
- Inspect damage claims (photo evidence) and arrange replacements
- Send me an end-of-shift summary on Slack (volume, escalations, patterns)
- Flag repeat issues (3+ customers with the same problem) so we can update our FAQ
- Log every edit you make to the AI drafts in a tracker — this trains the AI to write better over time