Customer Experience, Social Media & AI Operations Specialist

We are looking for a proactive and adaptable person to manage customer experience, social media engagement, and online reputation while helping us implement new AI-powered tools and automations.

Traditionally, this role would focus primarily on customer support tasks such as:

• Answering incoming phone calls
• Responding to customer questions
• Managing support tickets
• Processing refunds
• Coordinating returns and exchanges
• Resolving order-related issues

However, we are actively automating many repetitive customer service processes. Because of this, we are not looking for someone who only handles traditional support. We need someone who is comfortable working in a changing, technology-driven environment and is willing to take ownership of several customer-facing areas of the business.

Key Responsibilities:

• Customer Support and Order Resolution
• Answer customer phone calls, emails, messages, and support tickets
• Assist customers with product, order, shipping, and website-related questions
• Process refunds, returns, replacements, and exchanges
• Follow up on delayed, damaged, missing, or incorrect orders
• Escalate unusual or complex cases to the appropriate team member
• Maintain accurate records of customer conversations and resolutions

Social Media and Community Management:

• Monitor and respond to comments, questions, and direct messages across social media platforms
• Engage professionally with customers and potential customers
• Identify sales opportunities, frequently asked questions, and recurring concerns
• Help maintain a consistent brand voice across all customer-facing channels
• Coordinate with the marketing team on important customer feedback and social media activity

Reputation Management:

• Monitor customer reviews and brand mentions across review platforms, social media, and other online channels
• Respond to both positive and negative reviews in a professional and thoughtful manner
• Contact dissatisfied customers when appropriate and help resolve their concerns
• Identify recurring complaints and recommend improvements to products, policies, or internal processes
• Help protect and improve the company’s overall online reputation

AI Tools and Customer-Service Automation:

• Learn and use AI tools provided by the company, including platforms such as Claude, AI coding tools, and other automation systems
• Help test and improve automated customer-service workflows
• Review AI-generated responses for accuracy, tone, and compliance with company policies
• Identify repetitive tasks that could be automated
• Help build and maintain internal instructions, response templates, knowledge bases, and AI prompts
• Report problems with automated systems and help improve how they respond to customers
• Stay open to learning new software and adapting as our systems evolve

What We Are Looking For:

• Strong written and verbal communication skills
• Professional and confident phone presence
• Excellent judgment when handling complaints or sensitive customer situations
• Strong organizational skills and attention to detail
• Ability to manage several communication channels at the same time
• Comfortable using social media platforms for business communication
• Comfortable learning new technology, AI tools, and automation platforms
• Ability to work independently and take ownership of customer issues
• A problem-solving mindset rather than simply following scripts
• Willingness to adapt as traditional support tasks become increasingly automated

Preferred Experience:

• Previous experience in customer service, e-commerce, social media management, or reputation management
• Experience working with Shopify or another e-commerce platform
• Experience with help-desk or ticketing software
• Experience processing returns, refunds, exchanges, and shipping claims
• Familiarity with AI tools such as Claude, ChatGPT, or AI-assisted workflow platforms
• Experience responding to online reviews and public customer complaints

The Ideal Candidate:

The ideal candidate understands that this is not a traditional call-center position. While customer support remains an important part of the job, the role will increasingly focus on managing customer relationships, supervising automated systems, protecting the company’s reputation, and using AI tools to improve how the business operates.

We are looking for someone who is curious, dependable, comfortable with technology, and interested in growing alongside a company that is actively modernizing its customer-service operations.

Pay: $23.00 - $30.00 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person