AI-Powered Support Operations | Two DTC Brands

About Zenit Corp

Zenit Corp is a fast-growing, U.S.-based ecommerce group that owns and operates multiple direct-to-consumer brands across different markets. We are building a portfolio of high-potential ecommerce brands supported by strong fundamentals, scalable systems, and ambitious long-term growth plans.

We are developing an AI-powered support operation that combines specialized agents, clear processes, and strong human judgment.

About the Role

We are seeking an experienced Head of Customer Support to own support operations across two of our ecommerce brands. You will oversee specialized AI agents, each responsible for a defined process, with cases routed according to the support required.

AI agents are expected to resolve standard cases within approved policies and workflows. You will investigate complex exceptions, supervise AI response quality, and continuously improve the knowledge and processes that guide the agents.

You will personally manage chargeback disputes and decide on and process all refunds and replacements,



balancing an empathetic customer experience with sound operational and financial judgment.

Head of Customer Support Responsibilities
- Two-Brand Operations & Routing
- Own workflows for both brands, define each specialist agent's scope and escalation criteria, and keep brand-specific policies and context distinct.
- Complex Case Investigation
- Take over cases that require investigation beyond an existing procedure.
- Review order history, conversations, and fulfillment or delivery information; coordinate with logistics or production; and document a reasoned decision.
- Personally manage disputes end to end, including evidence, submissions, and deadlines.
- Decide on and execute all refunds and replacements.
- AI agents may gather information and route requests, but must not approve or execute these actions autonomously.
- AI Quality Assurance & Intervention
- Review AI-handled conversati

📌 Head of Customer Support (Argentina)
🏢 Zenit
📍 Argentina