Customer Service & Operations Specialist (AI-Assisted, Full-Time)

Quick facts
• Salary: USD $650 / month + 13-month pay
• Hours: 16:00–00:00 PH (09:00–17:00 UK), Mon–Fri (Negotiable)
• Industry: E-commerce – running & hiking gear

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Job overview

You’ll take over our entire customer-service desk as the current in-house rep moves to advertising. We use Commslayer + ChatGPT to draft replies, but real judgment and problem-solving are on you. Expect email and social DMs, plus regular coordination with our 3PL warehouse and shipping carriers when orders go wrong. You’ll maintain the knowledge base, send a weekly KPI report to management, and document SOPs so you can train the next hire when volume grows.

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Main responsibilities

• Reply to all tickets within our target KPIs
• Chase delivery issues with warehouse & couriers until resolved
• Edit / add FAQ articles, macros and SOPs whenever you spot gaps
• Tune AI prompts, tags and automations to cut handle time
• Compile a short Friday report (volume, time to resolution, CSAT, top issues, fixes)
• Document processes so you can train the next hire

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Must-have requirements

• 1 + year e-commerce customer support (Shopify, WooCommerce, Amazon, etc.)
• Strong written English (C1) – clear, concise, friendly
• Proven track record solving shipping / delivery problems
• Comfortable with Customer Service & AI tools (Commslayer, ChatGPT) and Google Sheets
• Reliable home office: 25 Mbps + backup connection, quiet workspace

Nice-to-have

• Interest in running, hiking or outdoor gear
• Experience writing SOPs or coaching junior reps

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Compensation & benefits

• USD $650 / month (paid via Wise on the 1st business day)
• 13-month pay (½ in June, ½ in December)
• ?1 000 monthly internet allowance
• Paid PH holidays + 10 vacation + 5 sick days
• Quarterly bonus tied to CSAT and response time
• Annual learning stipend (course or conference of your choice)

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Application process
1. Send your CV and a 90-second Loom introducing yourself and describing a time you turned an angry customer into a happy one.
2. Final video interview with the customer service manager and founder ? offer within a week.