Remote CX Specialist: AI-Driven Email Support

Somewhere; Bogotá ciudad; Remote; COP 57,260,000 - 67,996,000; Full time

Job summary

Somewhere is seeking a tech-savvy Customer Service & CX Specialist to lead our frontline digital support. This 100% email and written-ticket role works with an AI-assisted system to draft, review, and approve responses, ensuring warm, high-touch resolution.

You bring 3+ years in e-commerce CX, excel at written English, and can manage VIP and B2B inquiries with executive escalation when needed. Remote role across LATAM or South Africa with strict SLA adherence.

Qualifications

• 3+ years of experience in customer support or CX for e-commerce brands.
• Excellent written English with warm, clear communication.
• Comfort with AI tools and modern helpdesks.
• Able to recognize when escalation is needed for high-value opportunities.

Responsibilities

• 100% written support via email and tickets; no phone calls.
• Review/edit AI-generated draft responses forAccuracy and tone.
• Guide customers through automated returns and issue shipping labels.
• Resolve order status, delays, and product questions within 24-hour SLA.
• VIP & B2B triage: escalate high-value inquiries to leadership with context.
• Ad-hoc client assistance coordinating with logistics and leadership via email.
• Analyze friction points and collaborate on prompts, macros, and FAQs.
• Proactively test tools and workflow tweaks to improve the customer journey.

Skills

Written English

AI tools collaboration

Email support

Customer empathy

Time management

Tools

Gorgias

Zendesk

Freshdesk

Shopify

Loop Returns

Google Workspace

Job description

Somewhere is seeking a tech-savvy Customer Service & CX Specialist to lead our frontline digital support. This 100% email and written-ticket role works with an AI-assisted system to draft, review, and approve responses, ensuring warm, high-touch resolution.

You bring 3+ years in e-commerce CX, excel at written English, and can manage VIP and B2B inquiries with executive escalation when needed. Remote role across LATAM or South Africa with strict SLA adherence.