Customer Success Specialist

• Own the full case queue across email, chat, and social media, resolving customer issues accurately and aiming for first-contact resolution.
• Drive down touches per ticket by anticipating customer needs, providing complete answers in a single reply, and eliminating unnecessary back-and-forth.
• Handle customer inquiries related to orders, shipping, billing, refunds, and subscriptions for various products.
• Administer the company's custom customer service platform, including tagging, routing rules, response templates, permissions, and knowledge base content.
• Identify workflow friction points, write clear requirements and bug reports, and test platform changes before release.
• Utilize and explore AI capabilities within the platform for daily case handling, triage, drafting, tagging, summarizing, and surfacing answers.
• Propose and test new AI applications to enhance efficiency and absorb more work.
• Track top contact drivers and escalate root causes to relevant departments (Operations, Fulfillment, Marketing) with supporting data.
• Maintain the response library and internal SOPs to ensure consistent, on-brand, and current information.
• Report weekly on key metrics including case volume, resolution time, touches per ticket, backlog, and top contact drivers.
• Maintain response time and quality standards during high-volume periods such as launch weeks, promotions, and seasonal spikes.

and Competencies

• 2-4 years of experience in customer support, customer success, or a comparable frontline role, preferably in D2C e-commerce or subscriptions.
• Proven ability to work independently and consistently deliver high-quality outcomes without day-to-day supervision.
• Strong written communication skills: clear, warm, direct, and concise.
• Comfortable operating and becoming an expert in a custom internal tool.
• Comfortable using AI daily and creative in identifying new applications for it.
• Sound judgment with a bias towards resolving issues in one touch.
• Process-oriented mindset, with a track record of documenting work, identifying patterns, and proposing solutions.
• Working knowledge of Shopify orders, subscriptions, and fulfillment concepts, or the ability to acquire this knowledge quickly.
• Highly organized with the ability to manage a clean backlog and ensure no issues fall through the cracks.
• Alignment with the BRAVE Books mission and comfort representing it to parents and families.

Skills and Experience

• Hands-on experience applying AI in a support or operations workflow (e.g., prompt writing, AI-assisted drafting, automated triage, summarization).
• Experience administering a help desk or CRM platform (e.g., Gorgias, Zendesk, Front, Intercom), including macros, automations, and routing rules.
• Experience with subscription billing platforms (e.g., Skio, Recharge).
• Familiarity with 3PL fulfillment workflows and tracking or delivery exception handling.
• Comfort with spreadsheets and support reporting, with the ability to analyze data and make recommendations.
• Experience writing SOPs, macros, or knowledge base articles.
• Experience testing internal tools and collaborating with development teams on requirements and QA.

• Salary range: $60,000 - $75,000 annually.
• Competitive salary and regular additional incentives.
• Full-time employees are eligible for a benefits package including:
• 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Paid Time Off (PTO)
• Employee discounts
• Professional development credits
• Other small company benefits