A merchant messages at 11:47pm because their SMS credits didn't renew. By 11:48 they need an answer, not a ticket number. That minute is basically the whole job.

This isn't a call center gig where you read from a script and hope for a good survey score. You're one of a handful of people running an around-the-clock queue for over a thousand paying merchants, backed by an AI that drafts the boring replies so your brain goes toward the ones that actually need it. 

If you like the feeling of a clean close, a queue at zero, and a problem that stays solved instead of coming back next week, keep reading.

WHO THEY ARE

This is an AI-native SMS marketing platform built exclusively for Shopify merchants: abandoned cart recovery, repeat-purchase campaigns, and a conversational AI Agent that talks to shoppers like an actual person, not a bot script. They're bootstrapped, profitable, sitting around $4 to 5M ARR with 1,200+ paying merchants, and built by a team small enough to fit on one Zoom call without anyone needing a second screen.

Here's what actually shapes how people work day to day:

• Async by default. Docs and Looms beat meetings that could've been a Slack message.
• No middle management. Everyone here executes, including the people leading functions.
• Hired for who they are before what they can do. Values get screened before skills, every time.
• Small team, real stakes. What you own actually moves the number; there's no committee sitting between your call and the outcome.

This is a fully remote, full-time contractor role.

WHAT'S IN IT FOR YOU

• No hero schedules. Coverage runs on a real rotation, not one person quietly carrying the whole queue.
• Actually remote. No office, no commute, no one hovering while you type. Just you, the queue, and wherever you work best.
• Your fixed ship. Spot a gap, flag it, it becomes a doc update or a fix. Not a Slack message that vanishes.
• Growth on a clock, not a maybe. Prove you can run the queue solo, your scope expands at 90 days.
• Your numbers are yours. Every save, every review, traceable straight back to you.

WHAT YOU'RE GETTING INTO

• Own every chat that lands in the queue during your shift, start to close.
• Hit the numbers that actually matter: under 60 seconds to first reply, under 2 minutes average, 90%+ CSAT.
• Get fluent across the product, cart recovery, flows, campaigns, popups, the AI Agent, fast enough to solve most tickets without asking for help.
• Reproduce the bug before you escalate it, so engineering never has to ask a follow-up question.
• Hold the same tone and accuracy on ticket 100 as ticket 1.
• Ask for the review at the exact moment a merchant is happy, not after the moment's passed.
• Catch the same complaint five times and turn it into a help doc, not a sixth explanation.
• Hand off relationship-level stuff to the account owner with full context, so nobody makes the merchant repeat themselves.

WHO YOU ARE

• You have 2+ years in customer support over live chat, email, or a ticketing system.
• You write excellent English: clean, typo-free, easy for a busy person to read in ten seconds flat.
• You can run several conversations at once without any of them getting sloppy.
• You're comfortable inside Intercom, Zendesk, Salesforce, Shopify, or similar tools.
• You care about hitting your numbers, but you don't sound like a script to get there.
• You're fine being embedded in a small, async team with no big org standing behind you.

Bonus if you've:

• Supported ecommerce brands or Shopify merchants before
• Worked around AI, SMS, or martech platforms
• Written or managed help docs in Intercom Help Center or something similar

WHAT SUCCESS LOOKS LIKE

• Day 30: You know the product cold: cart recovery, flows, campaigns, popups, the AI Agent, enough to solve most tickets without asking for help. You're live in the queue, tone and accuracy checked before you run a shift solo.
• Day 60: Your first-response time, average response time, and CSAT numbers hit target on their own. Your bug reports are clean enough that engineering can act without a single follow-up question.
• Day 90: The queue on your shift is fully yours. Recurring complaints have turned into help docs instead of recurring explanations, and your own numbers, response time, CSAT, reviews earned, are the new baseline.