AI-Augmented CS & Operations VA — DTC Apparel Brand

We're hiring for a new kind of role: someone who uses AI tools (specifically Claude) to handle the day-to-day operations work that keeps the business running.
What this role actually is
You're not a customer service rep. You're not a traditional virtual assistant. You're the human in the loop for a business that's increasingly run with AI tools.
Day-to-day, you'll:

Customer service (the bulk of the work): Review AI-drafted replies to customer emails before they go out. Edit for tone, accuracy, and judgment. Handle the 20% of tickets that need a real person making a real call.
Operations: Order lookups in Shopify, inventory reconciliation between Shopify and our warehouse system (Bluebox), refund processing, order changes.
Community management: Help moderate our Facebook group — surface posts that need responses, draft replies, flag issues.
Reporting and analysis: Pull data, run AI-assisted analysis, summarize what's happening in the business each week.
Escalate well: Know what to handle yourself, what to flag for the owner, and what to push back on.

The repetitive parts get handled by Claude. The judgment parts are yours. If you've never worked alongside AI tools, this isn't the role for you. If you've been using ChatGPT or Claude daily and feel like you're 2x more effective because of it, keep reading.
Who we're looking for
You probably:

Have used AI tools (ChatGPT, Claude, etc.) for real work, not just experiments
Write clearly and warmly — you can tell the difference between "thank you so much for reaching out!!!" and a reply that sounds like a real person
Have done customer-facing work before, ideally in DTC e-commerce, but we're more interested in how you think than your title history
Are comfortable jumping between tools (Outlook, Shopify, Bluebox, Facebook, Claude) without losing the thread
Catch your own mistakes — the kind of person who re-reads an email before sending
Don't need to be told twice
Are nervous about AI replacing jobs but also kind of excited about being on the right side of that shifton