AI-Driven Amazon Customer Support Lead & VA

Ready to be the heartbeat of customer joy and marketplace success?

At Hadley Designs, we’re all about filling lives with beauty and inspiration, helping customers become their best selves through hundreds of products. With Amazon driving 70-80% of our revenue and other marketplaces on the rise, we need you to keep our customers delighted and our accounts thriving.

Step up to be our customer-first marketplace MVP
We’re looking for a rockstar who lives to solve problems, dazzle customers, and keep our marketplace presence bulletproof. You’ll tackle inquiries with ninja speed, turn frowns into 5-star reviews, and harness AI to supercharge customer service efficiency—think smart workflows, faster resolutions, and happier humans. You’ll also team up to squash account hiccups—listing issues, disputes, policy curveballs—keeping us golden. Success means obsessed customers, flawless account health, and a seller experience that’s pure gold. If you’re a people-whisperer with a tech edge and a love for fast-paced wins, this is your stage. No red tape—just a tight crew, big impact, and a CEO who’s got your back.

What Winning Looks Like:
In 90 days, customers rave about Hadley Designs—AI-powered responses zip in record time, resolutions are slick, and the shopping vibe screams “wow.” Our Amazon account health is pristine: disputes crushed, metrics humming, and sellers singing our praises. You’ve 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:

One Thing:
Go above and beyond to create delight for customers and keep our marketplaces humming with AI as your superpower.

• Big Rocks (Own These First):
• 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.

KPIs You’ll Nail:

• Response time: Lightning-fast with AI (<5 min response times).
• Amazon Account Health Score: 1,000
• Late Shipment Rates on our marketplaces (Amazon, TikTok Shop, ETSY, etc): Zero
• Customer NPS > 90

Requirements

Who You Are:

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.

Bring This:

• 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.

Benefits

Why You’ll Love It:

• Be the face of Hadley Designs' magic turn customers into fans
• Join 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

Apply Now—Be Our Customer Hero and AI-Powered Marketplace Leader!