The Funnel Bros

AI-Powered Customer Success & Retention Lead

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Full Time

: SALARY

$1,000 AUD / month (Monday – Friday)

: HOURS PER WEEK

40

: DATE UPDATED

Feb 23, 2026

JOB OVERVIEW

Website: ----------

The Mission

You are the frontline of the Beauty Sleep Club. Your goal is to provide "Customer Service with Life"—bringing personality, empathy, and speed to every interaction. You will use AI to handle routine tasks so you can focus on high-level retention, managing our 3PL relationships, and turning unhappy customers into loyal fans.

Your Key Performance Indicators (KPIs)
-Refund Rate: Maintain a refund rate below 2% by proactively offering solutions or exchanges.
-Chargeback Rate: Maintain a chargeback rate below 0.5% through rapid response and clear communication.
-Sentiment Score: Maintain 100% "clean" Facebook/Instagram ad comments (hiding spam, answering questions, and engaging fans).
-Retention/Upsell: Drive trackable revenue by upselling customers in the chat (e.g., "Since you love the mouth tape, would you like to add the travel tin for 20% off?").
-Response Time: Average first-response time of under 2 hours during business hours.

Core Responsibilities
-Ad Engagement: Monitor and manage all comments on our Facebook and Instagram ads. You are the "hype person" and the "problem solver" in the comments section.
-AI Integration: Use AI agents (Zendesk AI, Gorgias, or ChatGPT) to automate common queries while maintaining a warm, human tone for complex issues.
-Retention & Upselling: Proactively suggest the "Sleep Club" subscription to one-time buyers and offer upsells during support interactions.
-Dispute Mitigation: Intervene immediately to reduce refunds and chargebacks by offering store credit, replacements, or personalized "how-to" advice.
-3PL Logistics Liaison: Communicate directly with ROBO3PL regarding missing orders, shipping delays, or tracking concerns to provide instant answers to customers.
-Feedback Loop: Provide a weekly "Voice of the Customer" report to the team, highlighting common complaints, product praise, or creative ideas for ads.

Who You Are
-High Energy: You have a "bubbly" and professional personality that shines through text.
-Problem Solver: You don't just "follow a script"; you find creative ways to keep a customer happy while protecting the company's profit.
-AI-Savvy: You know how to use AI to work faster and smarter, not just as a shortcut.

SKILL REQUIREMENT

Customer Relationship Management AI Automation

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Job Post	Reporter	Rank	Reason	Date

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The Funnel Bros

AI-Powered Customer Success & Retention Lead

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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