Overview

Sett is looking for a highly capable Customer Support & Operations Specialist to manage day-to-day customer inquiries while playing a key role in the ongoing improvement of an AI-powered customer service bot.

This role combines customer service, ticket management, process improvement, troubleshooting, and AI operations. The successful candidate will monitor customer interactions, identify opportunities to improve the AI's responses, investigate issues, and refine rules and processes to make the AI more accurate, effective, and aligned with Sett’s customer service standards.

The ideal candidate is analytical, proactive, detail-oriented, and comfortable working independently. They should have strong customer service experience, handling operations management, be very coachable, and be willing to learn how AI-powered support systems work.

Key Responsibilities

Customer Support

• Manage customer inquiries through email and support channels.
• Monitor, manage, and resolve customer support tickets in a timely manner.
• Provide accurate, professional, and customer-focused responses.
• Identify unusual, sensitive, or complex issues and escalate them appropriately.
• Ensure customer concerns are properly documented and followed through to resolution.
• Maintain high customer service standards and response-time expectations.

AI Customer Service Management

• Monitor and review customer interactions handled by the AI-powered customer service bot.
• Identify inaccurate, incomplete, inappropriate, or ineffective AI responses.
• Investigate the underlying reason for unexpected AI behavior or responses.
• Create, update, and refine rules, workflows, processes, and response guidelines for Siena.
• Assist internal team in improving the AI system based on customer interactions, recurring issues, and feedback.
• Identify patterns in customer inquiries that could be addressed through improved AI processes.
• Test and monitor changes to ensure Siena continues to provide accurate and appropriate responses.
• Escalate technical or system-level issues when they require additional support.

Operations & Administrative Support

• Maintain organized records and documentation related to customer support and AI processes.
• Identify opportunities to improve customer service workflows and operational efficiency.
• Assist with administrative and operational tasks during periods of lower customer support volume.
• Collaborate closely to support smooth day-to-day operations.
• Contribute to the development and documentation of standard operating procedures (SOPs).

Qualifications & Requirements

• 3+ years of experience in customer service, customer support, operations management, or a related role.
• Strong written and verbal English communication skills.
• Experience managing customer inquiries, email communications, and support tickets.
• Hands-on experience creating, documenting, and maintaining Standard Operating Procedures (SOPs).
• Experience creating, updating, and managing customer service Macros for common inquiries, workflows, and support processes.
• Strong attention to detail and ability to identify errors or inconsistencies.
• Comfortable troubleshooting issues and investigating the root cause of problems.
• Strong organizational and time-management skills.
• Ability to work independently with minimal supervision.
• Comfortable learning new software, systems, and AI-powered tools.
• Basic understanding of AI tools, automation, chatbots, or workflow systems is highly desirable.
• Experience with CRM, helpdesk, ticketing, or customer service platforms is an advantage (especially if you've worked with Gorgias before).
• Ability to handle confidential customer and company information professionally.

What We’re Looking For

The ideal candidate is more than a traditional customer service representative. We are looking for someone who can think critically, identify problems, and continuously improve processes.

You should be someone who:

• Notices when something doesn't look right and takes initiative to investigate.
• Can distinguish between a one-off customer issue and a recurring process problem.
• Is curious about how AI and automation can improve customer support.
• Can analyze why an AI response was unsuccessful and determine what needs to change.
• Learns new systems quickly and is comfortable experimenting with new processes.
• Balances automation with good human judgment and customer empathy.
• Can work independently while communicating effectively with leadership.
• Takes ownership of tasks from identification through resolution.
• Looks for ways to make customer support more efficient, accurate, and scalable.