Job Title: CX and AI Operations Specialist
Location: Remote - Latin America (Belize included)
Compensation: USD 1,250–2,000 per month
Work type: Full-time
Independent contractor position
Eligibility
Eligible countries for this regional listing: Mexico, Belize, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela.
Company Overview
Sagan connects experienced international professionals with U.S.-based businesses.
About the Role
Own e-commerce support and claims workflows while helping improve AI support agents. Combine careful customer service with workflow auditing, clear reasoning and structured feedback for technical teams. Handle unusual cases with accuracy and empathy rather than relying on resume keywords alone.
Key Responsibilities
• Review claims for lost, damaged or stolen orders and arrange refunds or replacements within the applicable response and resolution targets.
• Manage a daily helpdesk queue, balancing accurate decisions with timely resolution.
• Audit support workflows and test chatbot or AI responses against real customer situations.
• Identify gaps, edge cases and useful benchmarks, then communicate clear, structured feedback to engineering teams.
• Communicate professionally with end consumers and merchant partners.
Qualifications
• At least three years in e-commerce customer support, shipping logistics, claims processing or returns management.
• Practical workflow-auditing experience and the ability to translate unusual cases into clear logic for technical teams.
• Experience managing helpdesk tickets in Gorgias, Zendesk, Freshdesk or comparable software while maintaining high accuracy and low resolution times.
• Advanced professional English at C1 level or above, with confidence speaking to consumers and business partners.
• Experience taking ownership of claims, refunds or replacements and meeting service-level targets.
Nice to Have
• Shopify or other order-administration experience.
• Carrier tracking with USPS, UPS or FedEx, package insurance, or investigation of refund abuse.
Application guidance
If you choose to share a video recording, use professional attire and good lighting. A recording is optional and is not a mandatory application stage.
Resume Submission Guidelines
Provide your full resume in English. You may upload an English PDF and must also complete the required resume text.
How to Apply
Complete the Sagan application with your experience and required supporting information.