Customer Experience & Community Support Specialist

This remote role suits a hands-on support professional who enjoys working closely with customers and creative content. It sits within a fast-paced direct-to-consumer business that sells online and values technology, including AI tools, to deliver quick and helpful service. The successful candidate will balance day-to-day customer care with community engagement and a practical project to organise a large media library. It is a good fit for someone who is organised, a fast learner, and passionate about improving the customer experience and response speed, and who can work during US business hours.

What you'll do

• Handle customer enquiries across email, chat, social messages and product comments using helpdesk platforms
• Use automations, macros and AI tools to speed up accurate responses
• Track and report on customer experience metrics such as response time and satisfaction
• Respond to social media comments in line with the brand voice and flag sensitive issues
• Tag and organise a large library of product photos and videos in shared content tools
• Share customer insights and common questions with marketing, product and operations teams

What you need

• Bachelor's degree in a relevant field
• At least 3 years in direct-to-consumer customer support, ideally with a Shopify brand
• Advanced proficiency with CX platforms such as Gorgias or Zendesk and AI-driven support tools
• Experience with community management and social moderation
• Strong writing skills and ability to match a brand voice
• Comfortable with tools such as Google Drive, Airtable, Notion or DAM systems; professional English; reliable internet and laptop; available to work US time zone hours Monday to Friday

Open to applicants anywhere in the world.

How to apply

Get the free i'llTip app to see the employer's details and apply. i'llTip's AI can tailor your résumé to this job, and you'll get alerts for similar roles.

Prefer the website? Continue on illtip.comOr get the app: Android · iPhone

🔔 Get new jobs like this first: join VA & Admin Jobs on Telegram · or get personal job alerts