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

Customer Support Specialist

Brave Books LLC Conroe, Texas, United States

About this position

ABOUT BRAVE BOOKS
At BRAVE Books, our mission is to secure the hearts and minds of the next generation when they are the most malleable, before the harmful agendas of this world can try leading them astray. We do this by creating faith- and values-based stories, TV shows, games, and resources that equip families to raise the next generation of courageous, truth-filled leaders. We publish bold, meaningful content every month—from picture books and chapter books to graphic novels, TV series and more—all designed to captivate children and support parents in the battle for their kids' hearts and minds.

ABOUT BRAVE CULTURE
At BRAVE Books, we've built a team of reliable, relentless high-performers who are loyal to the mission, driven to win, and selfless in execution. We hire individuals who show up hungry, take ownership, and grind with consistency—the kind of people who carry more than their share without needing the spotlight.

ABOUT THE ROLE

We are looking for a Customer Support Specialist to own the customer queue end to end and run the platform behind it. Support at BRAVE Books runs on a custom-built internal platform rather than an off-the-shelf help desk, so this role is part frontline resolution and part system ownership. You will resolve cases in as few touches as possible, find the patterns behind repeat contacts, and turn those patterns into fixes in the platform, the response library, and the process. The platform leans heavily on AI, and whoever runs it is expected to use AI in the daily workflow and to keep finding new places to apply it, so that one person covers what would otherwise take a team. This is an individual contributor role for someone who works a queue independently, holds a high bar on quality, and earns influence with peers through expertise and reliability.

Key Responsibilities

• Own the full case queue across email, chat, and social, resolving customer issues accurately and on first contact wherever possible.
• Drive down touches per ticket by anticipating the customer's next question, closing the loop in a single reply, and eliminating avoidable back-and-forth.
• Handle order, shipping, billing, refund, and subscription cases across various subscription products.
• Administer the company's custom customer service platform day-to-day: tagging, routing rules, response templates, permissions, and knowledge base content.
• Own improvements to the platform. Identify friction in the workflow, write clear requirements and bug reports, test changes before release, and verify they hold up in production.
• Use the platform's AI capabilities in day-to-day case handling, and keep pushing on where AI can absorb more of the work: triage, drafting, tagging, summarizing, and surfacing answers. Propose and test new applications rather than waiting for them to be built.
• Track the top contact drivers and elevate root causes to Operations, Fulfillment, or Marketing with data behind them, so recurring issues get fixed at the source rather than answered repeatedly.
• Maintain the response library and internal SOPs so answers stay consistent, on-brand, and current as products and promotions change.
• Report weekly on case volume, resolution time, touches per ticket, backlog, and top drivers.
• Hold the line on response time and quality during launch weeks, promotions, and seasonal volume spikes.

Qualifications and Competencies

• 2-4 years in customer support, customer success, or a comparable frontline role, preferably in D2C e-commerce or subscriptions.
• Proven ability to work a queue independently and consistently deliver quality outcomes without day-to-day supervision.
• Strong written communication. Clear, warm, direct, and free of filler.
• Comfortable operating in a custom internal tool instead of a polished commercial help desk, and able to become the in-house expert on it.
• Comfortable using AI daily and creative about where to apply it. This platform is AI-heavy, and the expectation is that you find new ways to use AI to multiply your own output, not just use what is already set up.
• Sound judgment on when to resolve, when to refund, and when to elevate, with a bias toward resolving in one touch.
• Process mindset. Documents what they do, notices patterns across cases, and proposes fixes instead of absorbing the same issue every week.
• Working knowledge of Shopify orders, subscriptions, and fulfillment concepts, or the ability to pick them up quickly.
• Organized under volume. Keeps the backlog clean and nothing falls through.
• Aligned with the BRAVE Books mission and comfortable representing it to parents and families.

Preferred Skills and Experience

• Hands-on experience applying AI in a support or operations workflow: prompt writing, AI- assisted drafting, automated triage, summarization, or similar.
• Experience administering a help desk or CRM platform (Gorgias, Zendesk, Front, Intercom), including macros, automations, and routing rules.
• Experience with subscription billing platforms such as Skio, Recharge, or similar.
• Familiarity with 3PL fulfillment workflows and tracking or delivery exception handling.
• Comfort with spreadsheets and support reporting. Able to pull ticket data and turn it into a recommendation.
• Experience writing SOPs, macros, or knowledge base articles.
• Experience testing internal tools and working directly with a development team on requirements and QA.

Brave Books offers a competitive salary and regular additional incentives. Full-time employees will
be eligible for a benefits package that includes 401(k), health insurance, dental insurance, vision
insurance, PTO, employee discounts, professional development credits, and other small company
benefits.

We thank all applicants for their interest.

The pay range for this role is: 60,000 - 75,000 USD per year(HQ)