CX & AI Support Lead – Remote (CST Hours)

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

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.