US Customer Support Specialist (Voice + Email), US Hours

Be the voice of a growing Australian brand for its US customers, and work with AI every day.

We’re looking for a US Customer Support Specialist to become the dedicated point of contact for our growing US customer base.

Our client is an Australian company that designs and supplies rainwater harvesting, gutter guard, and plumbing products to customers and trade businesses internationally. In this role, you’ll support US distributors, tank manufacturers, and trade customers throughout their working day, ensuring questions are answered, orders stay on track, and customers receive updates before they need to follow up.

This is a hands-on customer support role combining voice, email, order coordination, and logistics follow-through. You’ll also work closely with a US-based warehouse partner and use AI tools every day to help you work efficiently and accurately.

Key Responsibilities:

• Answer US customer emails and tickets in US hours: order status, tracking, PO acknowledgements, documents, account questions
• Work live with our US 3PL in Houston: stock holds, paperwork, resupply, carrier issues, parcel invoice queries
• Watch every US order in transit and update customers before they chase
• Make outbound calls in a set daily block: callbacks, order queries, delivery updates, quote follow-ups; over time, regular calls to US trade and distributor accounts
• Take US inbound calls once trained (currently low volume)
• Handle South Africa and UK afternoon tickets
• Triage overnight Australian tickets and write a ranked handover note for our 7am start
• Use AI and our systems to draft replies and find answers, and flag where the AI gets it wrong

Requirements

Required Skills and Qualifications:

• Previous US customer support experience, including voice support — chat-only experience will not be sufficient
• Excellent written and spoken English
• Strong phone communication and confidence speaking with customers
• Highly organised and self-directed, particularly when working independently
• Comfortable working US hours and managing priorities with minimal supervision
• Experience using ticketing systems, business systems, and/or AI tools
• Strong attention to detail and the ability to produce clear, structured handover notes
• A proactive approach to customer service — you don’t just respond to problems; you follow things through

Nice to have:

• Experience in logistics, freight, warehousing, or order fulfilment
• Experience with building, plumbing, rainwater, or related trade products
• Experience with Zendesk, Aircall, or Microsoft Dynamics 365 Business Central
• Experience supporting distributor, wholesale, or trade customers

AI Is Part of the Job

You’ll use AI as part of your everyday workflow. Tools such as Claude and the company’s internal operating system help you find information, draft responses, and keep track of tasks.

We’re not looking for someone who simply relies on AI. We want someone who can use AI effectively while applying good judgment — checking information, spotting when something doesn’t look right, and knowing when a customer issue needs human attention.