Director of AI-Driven Customer Support

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

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