Customer Support Lead

Zenit Corp; Colombia; On-site; COP 51,601,000 - 63,067,000; Full time

Job summary

Zenit Corp is seeking an experienced Head of Customer Support to own operations across two DTC brands. You will supervise AI agents, define scope, escalation criteria, and maintain brand-specific policies with a focus on empathetic customer care.

Responsibilities include handling complex disputes, managing refunds and replacements end‑to‑end, overseeing AI quality, and driving knowledge base improvements. This role offers strategic exposure and opportunities to grow in customer experience

Qualifications

• Proven ability to own a customer support function and set priorities.
• Hands-on experience managing chargebacks, payment disputes, refunds and replacements.
• Excellent written communication, active listening, and conflict-resolution skills.
• Experience with ecommerce or DTC businesses and knowledge bases/workflows.

Responsibilities

• Own workflows for two brands, define specialist agents' scope and escalation criteria.
• Oversee AI agents, QA of AI conversations, and process improvements.
• Investigate complex cases beyond standard procedures and document decisions.
• Manage end-to-end refunds and replacements with empathy and accuracy.
• Monitor CSAT, response/resolution times, and escalation quality.
• Maintain up-to-date brand policies, SOPs, and knowledge base.

Skills

English fluency

Operational leadership

Dispute management

Job description

AI-Powered Support Operations | Two DTC Brands

About Zenit Corp

Zenit Corp is a fast-growing, U.S.-based ecommerce group that owns and operates multiple direct-to-consumer brands across different markets. We are building a portfolio of high-potential ecommerce brands supported by strong fundamentals, scalable systems, and ambitious long-term growth plans.

We are developing an AI-powered support operation that combines specialized agents, clear processes, and strong human judgment.

Role

We are seeking an experienced Head of Customer Support to own support operations across two of our ecommerce brands. You will oversee specialized AI agents, each responsible for a defined process, with cases routed according to the support required.

AI agents are expected to resolve standard cases within approved policies and workflows. You will investigate complex exceptions, supervise AI response quality, and continuously improve the knowledge and processes that guide the agents.

You will personally manage chargeback disputes and decide on and process all refunds and replacements, balancing an empathetic customer experience with sound operational and financial judgment.

Head of Customer Support Responsibilities

Two-Brand Operations & Routing

• Own workflows for both brands, define each specialist agent's scope and escalation criteria, and keep brand-specific policies and context distinct.

Complex Case Investigation

• Take over cases that require investigation beyond an existing procedure.
• Review order history, conversations, and fulfillment or delivery information; coordinate with logistics or production; and document a reasoned decision.
• Personally manage disputes end to end, including evidence, submissions, and deadlines.
• Decide on and execute all refunds and replacements.
• AI agents may gather information and route requests, but must not approve or execute these actions autonomously.

AI Quality Assurance & Intervention

• Review AI-handled conversations for accuracy, judgment, empathy, and policy compliance.
• Intervene when an agent gives incorrect information, misses context, or fails to elevate, and correct affected cases.

Knowledge Base & Process Improvement

• Maintain clear, current, brand-specific policies, product information, SOPs, decision rules, and exceptions.
• Turn investigations and recurring issues into guidance that closes knowledge gaps and makes processes clearer to the agents.
• Provide structured feedback on agent mistakes, define improvements to instructions and workflows, and test representative cases after updates to verify that corrections work without introducing new errors.

Performance & Insights

• Monitor response and resolution times, CSAT, AI error rates, escalation quality, and recurring complaints.
• Assess successful AI resolution, not just ticket closure, and use findings to improve operations.

What This Role Is Not

The Head of Customer Support owns complex investigations, AI response quality, knowledge and process improvement, chargeback disputes, and all refund and replacement decisions and execution. AI agents manage standard cases within approved policies and workflows.

• This is not a traditional human-agent management or high-volume ticket-handling role. AI agents are expected to resolve standard cases within approved policies and workflows.
• The focus is operational quality rather than software development.
• Base compensation of up to USD 18,000 per year (commensurate with experience and scope).
• Ownership of AI-powered support operations across two brands within a multi-brand ecommerce group, working alongside founder-led leadership.
• Direct exposure to executive strategy and opportunities to grow in customer experience and support operations leadership.

Ideal Candidate

• Proven ability to own a customer support function, set priorities, and remain hands-on with sensitive cases. Operational ownership matters more than the size of a human team previously managed.
• Hands-on experience managing chargebacks, payment processor disputes, refunds, and replacements, with careful documentation and follow-through.
• C1/C2 English fluency, excellent written communication, active listening, and strong conflict-resolution skills.
• Sound judgment when evidence is incomplete or contradictory. Able to challenge AI responses, identify errors and knowledge gaps, and translate complex situations into clear guidance.
• Direct experience in ecommerce or DTC businesses selling physical products, including logistics, order issues, and payment gateways.
• Track record of creating and maintaining internal documentation, SOPs, decision frameworks, and structured customer support processes.
• Experience working with AI-assisted customer support or workflow automation is a strong advantage.
• Familiarity with ecommerce platforms such as Shopify, Intercom, Zendesk, or similar tools. Comfortable working with AI agents, knowledge bases, and support workflows, with a focus on operational quality rather than software development.
• Highly organized, analytical, and proactive, with high emotional intelligence and attention to detail. Able to move from investigating an individual case to improving the process behind it.