Customer support specialist - AI Assisted

📋 Description

• • Hangar Aviation Technologies, Inc. is seeking a dedicated and detail-oriented Customer Support Specialist to join our dynamic team, offering a unique opportunity to build a long-term, remote career while working with fast-growing global companies.
• • This role is specifically designed for individuals who are not only passionate about providing exceptional customer service but are also eager to embrace and leverage cutting-edge AI technology in their daily work.
• • As a Customer Support Specialist, you will be at the forefront of a revolutionary approach to customer experience, where human expertise is augmented by artificial intelligence to deliver swift, accurate, and personalized support.
• • Your primary responsibility will involve managing support tickets for a diverse portfolio of e-commerce brands, ensuring that every customer interaction is handled with the utmost care and efficiency.
• • A key aspect of this position is the hands-on utilization of AI-powered platforms. You will be tasked with reviewing, refining, and approving AI-generated response suggestions before they are dispatched to customers.
• • This process requires a keen eye for detail, an understanding of brand voice and tone, and the ability to discern when AI suggestions meet customer needs and when human intervention is necessary for a more nuanced or empathetic response.
• • The majority of customer inquiries you will handle will revolve around common e-commerce issues, including order status updates, return processing, product-specific questions, and shipping-related concerns.
• • This role offers an exciting pathway to develop in-demand AI skills. You will gain practical, hands-on experience working with AI tools, learning to identify the strengths of automation and the indispensable value of human judgment in customer interactions.
• • By participating in this hybrid AI + human customer experience model, you will be contributing to shaping the future of customer support, positioning yourself at the vanguard of one of the most rapidly evolving sectors in technology.
• • Your responsibilities will extend beyond simply responding to tickets; you will actively contribute to the continuous improvement of our AI models and support processes.
• • This includes meticulously reviewing and approving AI-generated responses, ensuring they are not only accurate but also perfectly aligned with each brand's unique voice and customer service standards.
• • When AI suggestions fall short, you will be responsible for editing or crafting entirely new replies, demonstrating excellent written communication skills and a deep understanding of customer needs.
• • A critical part of the role involves identifying and flagging edge cases, recurring issues, or emerging trends in customer inquiries.
• • This feedback loop is vital for internal escalations, allowing us to proactively address systemic problems and enhance our service offerings.
• • You will be expected to manage a significant volume of tickets daily, typically ranging from 100 to 200, with the exact number depending on the complexity and nature of the inquiries received.
• • Proficiency in working within e-commerce platforms such as Shopify, as well as other integrated helpdesk and customer relationship management tools, will be essential for efficient workflow management.
• • This position is ideal for individuals who thrive in a remote work environment, possess strong problem-solving abilities, and are excited by the prospect of working at the intersection of artificial intelligence and customer service.
• • You will be an integral part of a team that values innovation, efficiency, and a commitment to delivering outstanding customer experiences.
• • The skills and experience gained in this role will be highly transferable and sought-after in the evolving landscape of customer support and AI-driven operations.
• • Embrace this opportunity to grow your career, develop cutting-edge skills, and make a tangible impact on how businesses connect with their customers in the digital age.