Remote AI Product Experience & Marketing Specialist

Location: Remote from Latin America

Position Type: Full-time

Salary: $2,500 - 3,500 USD/month depending on experience

Schedule: Monday – Friday, aligned with UTC-5 / US Eastern Standard Time

Responsibilities

Customer Experience & Relationship Management

• Serve as a key point of contact for customers, helping create a positive experience throughout their interactions with the business.

• Handle inbound calls and make outbound calls when customers would benefit from additional assistance.

• Build relationships with customers and trade professionals through phone, email, chat, social media, and other communication channels.

• Understand customer needs and project requirements, explain products and solutions clearly, and guide customers toward the appropriate next steps.

• Adapt communication style to different customer groups, including architects, kitchen designers, electricians, retailers, homeowners, sports teams, and other audiences.

• Respond to technical and product-related questions, using internal resources and product documentation to provide accurate guidance.

• Follow through on customer questions and commitments, involving teammates or qualified professionals when additional expertise is required.

• Identify recurring customer questions and opportunities to improve how products and solutions are communicated.

• Use AI-powered tools to identify conversations requiring personal attention, retrieve relevant information, and prepare for customer interactions.

Product Knowledge & Customer Education

• Develop a strong understanding of the company's products, applications, and customer use cases.

• Learn to interpret product specifications, measurements, drawings, and project requirements to help customers determine suitable solutions.

• Become comfortable discussing basic electrical concepts, including amps, volts, and watts, as well as cabinetry, layouts, dimensions, and spatial considerations.

• Use resources such as the company's Spec Book to answer questions and explain product applications.

• Help customers understand how electrical solutions can be incorporated into drawers, cabinets, and other spaces.

• Recognize when a question requires input from a teammate or qualified professional rather than making assumptions.

Marketing & Customer Insight Projects

• Translate customer feedback and recurring questions into opportunities to improve marketing materials, educational resources, e-commerce content, and follow-up processes.

• Collaborate with customer experience, marketing, e-commerce, and technology teams to develop resources that address customer needs.

• Help identify gaps in existing content and contribute to creating new tools, guides, and educational materials.

• Capture relevant customer insights and document them in the company's shared knowledge base to support future customer interactions and internal processes.

• Help ensure that useful information and context are accessible to both team members and AI-powered tools.

Cross-Functional Project Management

• Lead and coordinate collaborative projects across customer experience, marketing, e-commerce, and technology.

• Define project outcomes, organize next steps, coordinate contributors, and keep initiatives moving toward completion.

• Communicate progress, keep stakeholders informed, and proactively identify and address blockers.

• Take ownership of assigned projects from initial idea through execution and final review.

• Evaluate project outcomes and identify opportunities for further improvements.

Technology, AI & Process Improvement

• Use and continuously improve the technology and AI tools that support customer service and internal workflows.

• Identify repetitive tasks, process gaps, and opportunities for automation.

• Help define, test, and implement AI-powered tools, agents, and workflows that improve team productivity and the customer experience.

• Work with teammates to translate business needs into practical technology improvements.

• Contribute relevant information and context to shared knowledge systems so that both employees and AI tools can access and use it effectively.

• Stay curious about emerging technologies and proactively explore ways to make everyday work more efficient.

• Previous experience in a customer-facing role, with a demonstrated ability to build relationships and communicate effectively.

• Strong interpersonal skills, including the ability to ask thoughtful questions, listen actively, and adapt communication to different audiences and situations.

• Comfortable communicating with customers by phone, email, and social media platforms such as Instagram and Facebook.

• Interest in learning technical products and the ability to understand and explain basic electrical concepts, including amps, volts, and watts.

• Strong spatial reasoning skills and comfort working with measurements, drawings, dimensions, and product specifications.

• Strong project management and coordination skills, with the ability to organize details, collaborate across teams, and drive projects through completion.

• Proactive and organized approach to work, including the ability to plan daily priorities, manage competing responsibilities, and independently identify what needs to happen next.

• Strong computer skills and confidence learning and using new software, systems, and digital tools.

• Willingness to experiment with AI tools and workflows and identify opportunities to improve existing processes. An engineering or programming background is not required.

• Familiarity with remote collaboration tools such as Slack and Notion, or the ability to learn them quickly.

• Strong written and verbal communication skills.

• Ability to work independently while remaining connected to a distributed team, communicating clearly and consistently meeting commitments.

• Based in Colombia, with Medellín preferred for opportunities to connect with teammates in person.

Nice to Have

• Experience in e-commerce, digital marketing, or customer experience within an online business.

• Familiarity with platforms such as Klaviyo, ConvertFlow, and project management tools.

• Experience using AI tools, agents, or automation workflows to improve productivity and business processes.

• Experience creating or improving customer-facing resources, educational content, or marketing materials.