Customer Support & CX Operations Lead - 65530159401

somewhere; United States; Remote; USD 16,000 - 18,000; Full time

Job summary

somewhere is seeking a Customer Support & CX Operations Specialist to join our remote team. You will handle frontline D2C inquiries across email and chat, focusing on speed, accuracy, and brand voice, especially during peak cycles.

In off-peak periods, you will partner with leadership to evaluate AI tools, build self-serve help articles, and improve SOPs based on feedback to enhance the customer experience.

Qualifications

• 2+ years of experience in D2C customer support, ecommerce helpdesk ops, or CX.
• Familiarity with e-commerce helpdesk software (Gorgias, Zendesk, Freshdesk or similar).
• Exceptional written English with a warm, empathetic tone.
• Comfort learning new web software, testing AI tools, and following SOPs.
• Schedule alignment: able to work full-time during US Central Standard Time business hours.

Responsibilities

• Respond to customer inquiries via email and chat regarding order status, shipping, product questions, and video access.
• Maintain high CSAT scores, fast response times, and warm, brand-aligned communication.
• Triage urgent inquiries during peak holiday shipping windows.
• Partner with leadership to test AI support tools, refine docs and SOPs.
• Aggregate customer feedback to identify recurring pain points for product improvements.

Skills

D2C support

Helpdesk software

Written English

Tech literacy

CST schedule alignment

Tools

Gorgias

Zendesk

Freshdesk

Job description

Customer Support & CX Operations Specialist

Location: Remote (Philippines or South Africa)

Employment Type: Full-Time, Independent Contractor Agreement (ICA)

Schedule: US Central Standard Time (CST | 9:00 AM – 5:00 PM CST)

(Note: Occasional light weekend coverage of 2–4 hours during peak holiday cycles)

Target Compensation: $1,400 – $1,600 USD / month

Reports To: Chief Executive Officer / Founder

About the Company

Our client is an established, high-growth D2C e-commerce brand specializing in immersive painting kits equipped with full supplies and video instruction led by professional artists.

With significant seasonal demand during peak gift-giving periods, the brand is evolving its customer experience (CX) operations—combining high-touch D2C support with modern AI-driven helpdesk tools to streamline inquiry resolution.

About the Ideal Candidate

The ideal candidate is a empathetic, tech-savvy Customer Support Specialist who excels in customer communication and enjoys process improvement.

You take pride in delivering fast, friendly, and helpful responses to D2C customers during peak order cycles. When ticket volumes slow down, you are proactive, analytical, and eager to help test new support tools, organize help documentation, and turn customer feedback into actionable product improvements.

Role Overview

This role combines frontline D2C support with CX operational optimization. During peak seasonal cycles, you will manage ticket queues across email and chat.

During off-peak periods, you will partner directly with leadership to evaluate and test AI customer support integrations, build self-serve help articles, and refine standard operating procedures (SOPs).

Key Responsibilities

1. Frontline D2C Customer Support (~60% Peak / ~20% Off-Peak)

• Respond to customer inquiries via email and chat regarding order status, shipping, product questions, and instructional video access.

• Maintain high CSAT scores, fast response times, and warm, brand-aligned communication.

• Triage urgent inquiries during peak holiday shipping windows.

2. CX Optimization & AI Tool Testing (~40% Off-Peak)

• AI Integration Support: Partner with leadership to test, evaluate, and refine AI support tools (chatbots, auto-responders) to handle routine first-touch inquiries.

• Documentation & SOPs: Create and update canned responses, macro templates, and customer-facing FAQ/help center articles.

• Customer Feedback Loop: Aggregate customer feedback during low-volume periods to identify recurring product or shipping pain points.

Hard Skills & Qualifications

• Experience: 2+ years of experience in D2C customer support, e-commerce helpdesk operations, or customer experience.

• Platform Experience: Familiarity with e-commerce helpdesk software (Gorgias, Zendesk, Freshdesk, or similar).

• Communication: Exceptional written English with a warm, conversational, and empathetic tone.

• Tech Literacy: Comfortable learning new web software, testing AI tools, and following structured technical SOPs.

• Schedule Alignment: Ability to work full-time during US Central Standard Time business hours.

Why Join Us?

• Stable full-time position with a popular, creative US e-commerce brand.

• Direct working relationship with business founders and leadership.

• Opportunity to gain hands-on experience evaluating and implementing modern AI customer support workflows.