Customer support specialist - AI Assisted

Hangar Aviation Technologies, Inc.

Job Overview

Location

South Africa - Cape Town

Job Type

Contract

Full Job Description

📋 Description

• Serve as a Customer Support Specialist for global e-commerce brands using AI-assisted platforms to review, refine, and approve AI-generated customer responses before delivery.
• Handle 100–200 customer support tickets per day, primarily involving order updates, returns, product inquiries, and shipping issues.
• Edit or rewrite AI-generated responses to ensure accuracy, clarity, brand tone, and customer satisfaction.
• Identify and flag edge cases, recurring issues, or emerging trends for internal escalation and process improvement.
• Work exclusively within e-commerce integrated platforms such as Shopify and other supported helpdesk tools.
• Maintain high standards of written English with meticulous attention to detail in all customer communications.
• Develop hands-on experience with AI-powered customer service tools, learning how to effectively collaborate with automation while recognizing where human judgment is critical.
• Contribute to shaping the future of hybrid AI + human customer experience by providing feedback on AI performance and response quality.
• Operate in a remote capacity with strict adherence to U.S. time zones to ensure timely response and alignment with client operations.
• Engage in a scalable, long-term remote career opportunity with exposure to multiple high-growth global brands.
• Participate in the application process by recording a mandatory video submission, which is the first step in the interview process.
• Maintain consistent productivity and quality across high-volume ticket workflows while upholding brand-specific communication standards.
• Collaborate with internal teams to improve response templates, flag system limitations, and enhance AI training data based on real-world customer interactions.
• Adapt quickly to new platforms and AI systems, demonstrating reflexive learning and comfort with evolving technology.
• Ensure all customer interactions reflect professionalism, empathy, and brand consistency, even when leveraging automated suggestions.
• Prioritize efficiency without compromising accuracy, balancing speed and quality in a fast-paced, volume-driven environment.

🎯 Requirements

• 2–3 years of experience in customer support (e-commerce preferred)
• Excellent written English and attention to detail
• Reflexive use of AI tools and ability to learn new systems quickly
• Experience with Shopify, DTC brands, or helpdesk tools like Gorgias and RichPanel (bonus)

🏖️ Benefits

• Remote work opportunity with global exposure
• Hands-on experience with cutting-edge AI customer service platforms
• Long-term remote career growth with vetted employers
• Competitive pay and real growth opportunities

Skills & Technologies

Remote

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Hangar Aviation Technologies, Inc.

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About Hangar Aviation Technologies, Inc.

Provider of an online platform that connects aircraft owners and operators with certified pilots and instructors for on-demand charter, rental, training and ferry flights. The marketplace vets pilots, manages scheduling, payment and insurance, giving owners access to qualified crew while enabling pilots to find work across piston, turboprop and jet aircraft nationwide. Based in Austin, Texas, the company serves private owners, flight schools, charter operators and corporate flight departments seeking flexible pilot staffing solutions.

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