Remote AI-Driven Amazon Customer Support Lead & VA

Description:

• Hadley Designs is seeking an AI-Driven Amazon Customer Support Lead & VA to enhance customer satisfaction and marketplace success.
• The role involves solving customer inquiries quickly and efficiently, utilizing AI to improve customer service workflows.
• Responsibilities include managing customer inquiries via email, chat, or phone, resolving disputes, and ensuring a positive shopping experience.
• The candidate will track key performance indicators (KPIs) such as Order Defect Rate and Late Shipment Rate to maintain account health.
• Collaboration with the Account Health Manager is essential to address listing issues and account suspensions.
• Daily tasks include delivering professional responses to customer inquiries, optimizing AI workflows, auditing account health, and staying updated on Amazon policies.
• The position requires logging activities in a CRM and preparing weekly/monthly customer service reports.
• Success metrics include achieving lightning-fast response times, maintaining a high Amazon Account Health Score, and ensuring zero late shipment rates.

Requirements:

• The ideal candidate is a customer service champion with empathy, problem-solving skills, and an enthusiasm for AI.
• Experience in customer service or e-commerce is a plus, but not mandatory.
• Strong written and spoken English skills are required.
• The candidate should possess excellent time management skills and be tech-savvy, particularly with AI tools.
• Familiarity with Amazon's platform is beneficial but not essential.
• A minimum of 1-2 years of experience in customer service or e-commerce is preferred.

Benefits:

• The position offers the opportunity to be the face of Hadley Designs and turn customers into fans.
• Employees will join a rapidly scaling team that values autonomy and does not engage in micromanagement.
• The role provides tools, trust, and opportunities for personal development without a ceiling on growth.
• It is a remote full-time position with a flexible schedule.
• The company has been established for over 10 years, providing stability and experience in the industry.