Role Description Join Speedy Glass as a Customer Service Agent and help us deliver outstanding customer service to every guest, every time! - Respond to customer service calls in a timely, courteous, and professional manner. - Place client orders with accuracy. - Refer escalated customer calls to the Call Centre Supervisor. - Investigate and troubleshoot customer service issues, with the goal of resolution. - Effectively and accurately communicate brand identity and corporate position. - Assist customers with standard account-related requests. - Provide information about company products and services, charges, service conditions, and availability. - Update the database with accurate messages regarding transactions. - Conduct callbacks to ensure customer satisfaction, close jobs, and manage schedules. - Other duties may be assigned as required. Qualifications - 1-3 years' experience in customer service, preferably in a call center role. - Ability to skillfully operate a telephone, computer, and related peripherals. - Proficiency with Microsoft Excel. Requirements - Sitting for extended periods of time. - Interacts with employees, management, and the public at large. - Ability to multitask and work efficiently in a fast-paced environment. - Repetitive work. - Overtime. Benefits - Comprehensive benefits package. - Paid time off paid on each paycheck. - Paid holidays. - Paid sick days. - And much more!

Role Description We are looking for a highly capable Customer Support Manager to take full ownership of our customer experience and lead our customer support team. This role is not just about answering messages; it's about managing people, building systems, and continuously improving how we handle customer interactions at scale. - Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms) - Ensure the team delivers fast, accurate, and high-quality responses - Set clear standards, workflows, and expectations for the support team - Monitor team performance (response time, resolution rate, customer satisfaction) - Train, guide, and improve team members continuously - Identify weak points in the team and fix them (process, people, or tools) - Handle escalations and complex customer cases - Build and optimize support systems, templates, and automations - Implement and manage AI-driven support solutions where relevant - Work closely with operations, logistics, and fulfillment to resolve issues efficiently - Maintain a premium and consistent GUAPI brand tone across all communication Qualifications - Proven experience managing a customer support team (preferably in e-commerce or fashion) - Strong leadership and people management skills - Ability to build systems and processes, not just execute tasks - High level of organization and accountability - Strong decision-making and problem-solving ability - Clear and professional communication skills - Comfortable with tools like Shopify, Gorgias, or similar platforms Key Traits - Ownership mindset - Structured and detail-oriented - Proactive and solution-driven - High standards for quality and speed - Able to manage pressure and volume Goal of the Role Build and manage a high-performing customer support team while creating a scalable, efficient, and premium support system that strengthens the GUAPI brand experience.

• Owns CX-facing AI enablement across pre-purchase, post-purchase, and service recovery journeys, in partnership with Product on model configuration, intent design, and platform capabilities. • Translate customer insights and agent workflows into AI use cases, intents, escalation logic, and experience standards. • Partner with Product and Engineering to influence AI roadmaps while championing responsible, brand-safe AI practices. • Evaluate and recommend AI platforms, tools, and vendors through a CX and scalability lens. • Owns configuration, optimization, and business performance of CX tooling (telephony, WFM, messaging), while partnering with Product & Engineering on architecture, integrations, and platform decisions. • Lead tool evaluation and optimization to improve agent productivity, queue management, and CX quality. • Own WFM configuration, including channel-based forecasting and staffing across voice, chat, sales, and support. • Hold vendors accountable to performance, delivery timelines, and scalability requirements. • Own day-to-day AI performance across channels, including containment, deflection, CSAT, resolution quality, and efficiency impact. • Define success metrics and reporting that connect AI performance to CX outcomes and financial results. • Lead root-cause analysis on performance gaps and drive cross-functional improvements. • Partners with Product and Engineering to define integration requirements, success criteria, and prioritization for CX AI capabilities. • Owns AI-readiness and structure of CX knowledge systems (taxonomy, retrieval quality, governance), in partnership with Content and Product teams who own underlying CMS platforms. • Partner with Quality, Training, and Knowledge teams to align human and AI learning standards. • Establish governance and quality standards for AI prompts, responses, and knowledge updates. • Lead AI and technology initiatives from scoping through launch, adoption, and optimization. • Serve as the primary CX owner for AI and tooling initiatives across Product, Engineering, Data, Operations, and vendors. • Develop project plans, communication cadences, and success metrics to drive alignment and execution.

• Support global customers across multiple channels, including Zendesk, social media, and other communication platforms • Communicate with users in a friendly, professional, and human-centered way, representing the company’s voice • Investigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions • Escalate bugs and product issues with clear documentation and actionable insights • Generate and manage reports on customer experience metrics and satisfaction levels • Monitor trends and recurring issues to inform product and customer experience improvements • Contribute to customer experience strategies and initiatives that elevate service quality • Collaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience • Create and maintain documentation, knowledge base articles, and internal processes • Manage multiple projects and priorities effectively in a dynamic environment