AI-Driven Customer Support Lead & Virtual Assistant

Summary

Join Hadley Designs as our customer-first marketplace MVP and become the heartbeat of customer joy and marketplace success! You will be responsible for providing exceptional customer service, leveraging AI tools to streamline processes, and maintaining optimal account health across various marketplaces like Amazon, TikTok Shop, and Etsy. This role requires a customer-centric approach, problem-solving skills, and proficiency with AI tools. Success will be measured by metrics such as response time, account health score, and customer NPS. The position offers remote full-time work with a flexible schedule, personal development opportunities, and the autonomy to manage your time effectively. Hadley Designs is an established company with a supportive team environment.

Requirements

• A customer service champ (experience a plus, not a must)
• Empathy on lock, problem-solving in your DNA, and an AI enthusiast
• Cool under pressure, sharp with systems (especially AI tools), glued to details
• Hungry to learn Amazon’s playbook and adapt on the fly
• Killer English—written and spoken
• Time management and tech savvy (AI tool experience a big plus)

Responsibilities

• Zap customer inquiries via email, chat, or phone—resolve disputes and wow them fast
• Leverage AI tools to streamline customer service—cut response times, automate routine questions, and boost efficiency
• Track KPIs like Order Defect Rate, Late Shipment Rate, and tracking validity—keep us golden
• Partner with our Account Health Manager to fix listing snags, suspensions, and order chaos
• Deliver pro-level responses to customer inquiries and issues in a timely and professional manner
• Fine-tune AI workflows weekly—maximize speed and accuracy to automate customer service responses
• Audit account health on marketplace platforms like Amazon & TikTok Shop, spot risks, suggest fixes
• Team up with internal crews (Seller Performance, Policy) to tackle big issues
• Stay sharp on Amazon policies—guide us right every time
• Log every move in our CRM like a detail boss
• Whip up weekly/monthly CS reports—show us the AI-driven wins
• Post ads and videos across Amazon, Etsy, Pinterest, Instagram

Preferred Qualifications

• Amazon know-how a bonus, not a dealbreaker
• 1-2 years in customer service or e-commerce a plus

Benefits

• Remote Full Time Work
• Flexible Schedule
• Established Company doing business for 10+ years
• Personal Development
• Autonomy of time and schedule