Role Description Soft Services is seeking a Part-Time Customer Experience & Social Community Associate to deliver exceptional support and foster meaningful connections with our customers—both in direct support channels and across social platforms where our community lives. This role requires a strong understanding of the Soft Services brand, voice, and mission, ensuring every interaction reflects our values while helping to elevate the customer experience and grow authentic engagement. You’ll be the voice of Soft Services in customer inboxes and in the comment sections, DMs, and community threads where our customers are already talking. This is a role for someone who genuinely loves skincare, loves people, and understands how to show up for a brand in a way that feels human, not scripted. On-call availability is required during major promotional periods (e.g., Black Friday week, Christmas week, our annual Anniversary sale). Qualifications - 2+ years of customer service experience, ideally in DTC or beauty/skincare - Genuine familiarity with Instagram, TikTok, and Reddit as platforms - Excellent written communication skills with a clear, courteous tone - Comfort and confidence engaging in public-facing social environments on behalf of a brand - Exceptional attention to detail, pattern recognition, and organizational skills - Ability to work autonomously and collaboratively in a fast-moving remote environment - Knowledge of and genuine interest in skincare - Familiarity with the Soft Services brand, voice, and mission - Experience with Shopify and Gorgias is a plus Requirements - Respond promptly to customer inquiries across all support channels - Handle refunds and replacements, conducting follow-ups whenever product inspections are needed - Coordinate closely with the Warehouse and Operations teams - Monitor, analyze, and escalate customer feedback, complaints, and trends - Collaborate with Marketing on customer engagement initiatives - Support the Marketing and Product Development teams on Body Project - Report weekly and monthly metrics to the Operations and Growth teams - Monitor and respond to comments and DMs on Instagram and TikTok daily - Proactively engage with customers and community members - Identify and flag high-value UGC, feedback, and community moments - Engage on Reddit on behalf of the brand - Track social sentiment trends and surface recurring themes or concerns - Maintain a consistent, on-brand voice across all social touchpoints Benefits - Pay Range: $20–$30/hour depending on experience - $500 annual gift card for softservices.com

• Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat • Capture detailed trip requirements and generate accurate, timely quotations • Proactively follow up on all quotes and leads to drive conversion to booked revenue • Manage customer requests including trip changes, cancellations, and issue resolution • Deliver fast, effective, and professional communication across all customer interactions • Resolve customer issues with a focus on single-contact resolution whenever possible • Maintain accurate records of all customer interactions and opportunities in internal systems • Collaborate with operations teams to align customer needs with service availability • Meet or exceed individual revenue, conversion, and responsiveness targets • Contribute to overall team revenue and customer satisfaction goals

• Manage high volume of incoming queries • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customers through open and interactive communication • Provide accurate, valid and complete information • Meet established team targets • Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution • Accurately track customer interactions to inform data analysis and evaluations • Follow communication procedures and guidelines • Take the extra mile to engage customers • Filter customer queries to appropriate stakeholders and manage follow through and resolution. • Provide coverage for colleagues as necessary.

Role Description We’re looking for a Customer Support Specialist who can deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You’ll handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience. If you enjoy solving problems, communicating clearly, and working inside a product-focused, fast-moving AI environment, this role will fit you well. Qualifications - 2 to 3 years of experience in customer support, ideally within SaaS or technical environments - Strong written English with a clear, concise, and customer-centered communication style - Ability to manage multiple tickets or conversations without losing accuracy - Comfortable using tools such as Plain, Intercom, Zendesk, or similar support systems - Tech-curious and able to learn APIs, integrations, or workflow systems quickly Requirements - Manage and respond to inbound support requests through email and internal tools - Provide clear, empathetic, and accurate responses to technical and non-technical users - Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios - Escalate complex or urgent issues to product and engineering teams - Support real-time inquiries inside community spaces such as Discord - Identify recurring questions, bugs, and product gaps and document them clearly - Contribute updates to help center articles, troubleshooting guides, and internal documentation - Provide structured feedback to cross-functional teams on customer sentiment and platform usability - Work with engineering, product, and operations teams to close support loops - Share insights that improve onboarding, documentation, and user experience - Help refine internal support systems, workflows, and templates Benefits - Paid in USD (bi-monthly: 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you feel most productive - Work inside a forward-thinking AI startup backed by top investors - Opportunity to support a platform at the forefront of voice automation and AI workflows How to Apply Please submit: - Your updated resume - A short 1–2 minute Loom video introducing yourself and describing your experience supporting SaaS or technical products Only candidates who submit a Loom video will be considered. Application Process Overview - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.