Experienced AI-Driven Amazon Customer Support Lead / Virtual Assistant
Are you a customer service rockstar with a passion for leveraging AI to deliver exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we have an exciting opportunity for you to join arenaflex as our AI-Driven Amazon Customer Support Lead / Virtual Assistant.
At arenaflex, we're dedicated to helping customers become their best selves through hundreds of products, and Amazon drives 70-80% of our revenue. As a key member of our team, you'll play a vital role in keeping our customers delighted and our accounts thriving. With a focus on AI-driven customer service, you'll be the heartbeat of our customer joy and marketplace success.
What Winning Looks Like
In 90 days, you'll have made a significant impact on our customer satisfaction and account health. Our customers will rave about arenaflex, with AI-powered responses zipping in record time, resolutions being slick, and the shopping vibe screaming "wow." Our Amazon account health will be pristine, with disputes crushed, metrics humming, and sellers singing our praises. You'll have slashed response times with AI smarts, boosted satisfaction, and kept us ahead of Amazon's game, all while proactively spotting issues before they flare up.
Your Playbook
As our AI-Driven Amazon Customer Support Lead / Virtual Assistant, you'll be responsible for:
Key Responsibilities
- Go above and beyond to create delight for customers and keep our marketplaces humming with AI as your superpower.
- 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.
Daily Tasks
- 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.
- Bonus: Post ads and videos across Amazon, Etsy, Pinterest, Instagram.
- Response time: Lightning-fast with AI (
- Amazon Account Health Score: 1,000
- Late Shipment Rates on our marketplaces (Amazon, TikTok Shop, ETSY, etc): Zero
- Customer NPS > 90
- 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).
- Amazon know-how a bonus, not a dealbreaker.
- 1-2 years in customer service or e-commerce a plus.
- Being the face of arenaflex' magic turn customers into fans.
- Joining a team that's scaling fast (and hates micromanaging).
- Tools, trust, and room to shine—no ceiling here.
- Remote Full Time Work.
- Flexible Schedule.
- Established Company doing business for 10+ years.
- Personal Development.
- Autonomy of time and schedule.