Customer Support Specialist

Brave Books LLC Conroe, Texas, United States

ABOUT BRAVE BOOKS
At BRAVE Books, our mission is to secure the hearts and minds of the next generation when they are the most malleable, before the harmful agendas of this world can try leading them astray. We do this by creating faith- and values-based stories, TV shows, games, and resources that equip families to raise the next generation of courageous, truth-filled leaders. We publish bold, meaningful content every month—from picture books and chapter books to graphic novels, TV series and more—all designed to captivate children and support parents in the battle for their kids' hearts and minds.

ABOUT BRAVE CULTURE
At BRAVE Books, we've built a team of reliable, relentless high-performers who are loyal to the mission, driven to win, and selfless in execution. We hire individuals who show up hungry, take ownership, and grind with consistency—the kind of people who carry more than their share without needing the spotlight.

ABOUT THE ROLE

We are looking for a Customer Support Specialist to own the customer queue end to end and run the platform behind it. Support at BRAVE Books runs on a custom-built internal platform rather than an off-the-shelf help desk, so this role is part frontline resolution and part system ownership. You will resolve cases in as few touches as possible, find the patterns behind repeat contacts, and turn those patterns into fixes in the platform, the response library, and the process.

The platform leans heavily on AI, and whoever runs it is expected to use AI in the daily workflow and to keep finding new places to apply it, so that one person covers what would otherwise take a team. This is an individual contributor role for someone who works a queue independently, holds a high bar on quality, and earns influence with peers through expertise and reliability.

Key Responsibilities

• Own the full case queue across email, chat, and social, resolving customer issues accurately and on first contact wherever possible.
• Drive down touches per ticket by anticipating the customer's next question, closing the loop in a single reply, and eliminating avoidable back-and-forth.
• Handle order, shipping, billing, refund, and subscription cases across various subscription products.
• Administer the company's custom customer service platform day-to-day: tagging, routing rules, response templates, permissions, and knowledge base content.
• Own improvements to the platform. Identify friction in the workflow, write clear requirements and bug reports, test changes before release, and verify they hold up in production.
• Use the platform's AI capabilities in day-to-day case handling, and keep pushing on where AI can absorb more of the work: triage, drafting, tagging, summarizing, and surfacing answers. Propose and test new applications rather than waiting for them to be built.
• Track the top contact drivers and elevate root causes to Operations, Fulfillment, or Marketing with data behind them, so recurring issues get fixed at the source rather than answered repeatedly.
• Maintain the response library and internal SOPs so answers stay consistent, on-brand, and current as products and promotions change.
• Report weekly on case volume, resolution time, touches per ticket, backlog, and top drivers.
• Hold the line on response time and quality during launch weeks, promotions, and seasonal volume spikes.

Qualifications and Competencies

• 2-4 years in customer support, customer success, or a comparable frontline role, preferably in D2C e-commerce or subscriptions.
• Proven ability to work a queue independently and consistently deliver quality outcomes without day-to-day supervision.
• Strong written communication. Clear, warm, direct, and…