AI-Powered Customer Support Specialist

Brave Books LLC; Conroe (TX); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

PTO

Employee discounts

Professional development credits

Job summary

Brave Books LLC in Conroe, TX is seeking a Customer Support Specialist to own the customer queue end-to-end and operate our AI-enabled internal platform. You will resolve cases with minimal touches, learn patterns, and translate insights into fixes across the platform and response library.

You will handle orders, shipping, refunds, and subscriptions, write clear requirements, and test changes before release.

Qualifications

• 2-4 years in customer support, customer success, or a comparable frontline role.
• Experience with AI-assisted support workflows.
• Strong written communication.
• Familiarity with Shopify orders, subscriptions, and fulfillment concepts.
• Ability to operate in a custom internal tool and become in-house expert.

Responsibilities

• Own the full case queue across email, chat, and social, resolving customer issues accurately and on first contact where possible.
• Drive down touches per ticket by anticipating the customer's next question and closing the loop in a single reply.
• Handle orders, shipping, billing, refund, and subscription cases.
• Administer the company’s custom customer service platform day-to-day: tagging, routing rules, templates, permissions, knowledge base content.
• Own improvements to the platform: write requirements and bug reports, test changes, and verify production impact.
• Use AI capabilities in day-to-day case handling and explore new AI applications.
• Track top contact drivers and elevate root causes with data to fix issues at the source.
• Maintain the response library and internal SOPs to stay on-brand and current.
• Report weekly on case volume, resolution time, touches per ticket, backlog, and top drivers.
• Maintain line on response time and quality during launches and peak periods.

Skills

Customer support

AI in support

Written communication

Shopify knowledge

CRM platform

Tools

Gorgias

Zendesk

Front

Intercom

Skio

Recharge

Job description

Brave Books LLC in Conroe, TX is seeking a Customer Support Specialist to own the customer queue end-to-end and operate our AI-enabled internal platform. You will resolve cases with minimal touches, learn patterns, and translate insights into fixes across the platform and response library.

You will handle orders, shipping, refunds, and subscriptions, write clear requirements, and test changes before release.