CX Operations Lead - Remote | AI-Driven D2C Support

Somewhere; Philippines; À distance; PHP 987 000 - 1 128 000; Plein temps

Résumé du poste

Somewhere is seeking a Customer Support & CX Operations Lead to oversee frontline D2C support and optimize CX during peak seasons. This remote role reports to the CEO and requires aligning with US CST business hours, with occasional weekend coverage.

You will test AI support tools, build self-serve help articles, update SOPs, and collaborate with leadership to improve product and shipping experiences for customers in the US and other regions.

Qualifications

• 2+ years in D2C customer support
• Experience with e-commerce helpdesk software
• Excellent written English communication

Responsabilités

• Frontline D2C customer support during peak and off-peak periods
• Test, evaluate, and refine AI support tools
• Create and update canned responses, macros, and FAQs/SOPs
• Aggregate customer feedback to identify product or process improvements

Connaissances

D2C support experience

E-commerce helpdesk

Strong written English

AI tooling testing

Remote collaboration

Outils

Gorgias

Zendesk

Freshdesk

Description du poste

Somewhere is seeking a Customer Support & CX Operations Lead to oversee frontline D2C support and optimize CX during peak seasons. This remote role reports to the CEO and requires aligning with US CST business hours, with occasional weekend coverage.

You will test AI support tools, build self-serve help articles, update SOPs, and collaborate with leadership to improve product and shipping experiences for customers in the US and other regions.