I’m helping Hard Head Veterans find a top candidate to join their team full-time for the role of Customer Service Operator .

You'll shape customer trust by guiding AI interactions and resolving complex service challenges.

Compensation:

USD 1.5K/month

Location:

Remote (anywhere)

Mission of Hard Head Veterans:

"Design and manufacture innovative, high-quality protective headgear that keeps military personnel, law enforcement professionals, industrial workers, and other frontline individuals safe while delivering exceptional comfort, durability, and value."

What makes you a strong candidate:

- You are proficient in Customer service, Artificial intelligence tools.
- You have the potential to develop in Shopify, Gorgias.
- English - Fully fluent

Responsibilities and more:

Customer Service Operator

Hard Head Veterans - Remote

We're Hard Head Veterans. We make helmets for freedom, those who build, enjoy, and protect it. We're looking for someone who can tell the difference between a good answer and a right one.

Why This Role Exists

Our AI already handles the routine questions around the clock: sizing, availability, discount codes, order tracking.

This role exists for everything it cannot do, and to be the human check on everything it does.

No phone line, no call center. This is judgment work, in writing, on the hardest conversations of the day.

The Mission

Own every customer conversation the AI hands over, and make sure someone who reaches us at 6pm on a Thursday is treated as well as someone who reaches us at 9am on a Tuesday.

What Winning Looks Like

World-Class Support, Built from the Ground Up

15 to 20 escalated conversations a day, each answered within the hour

10am to 8pm US Central, when 60% of our customers actually reach out

Presale questions go to the front of the line

Social media comment moderation, once your voice sounds like ours

Scalable, Human Systems

Catch the AI when it is confidently wrong: a discontinued color, an old spec,



a policy we changed last month

Tell us what the answer should have been

You are the only person reading every reply

Returns & Exchanges Done Right

You own the customer conversation and the call on what we do for them

Shipping owns labels, restocking and the mechanics

Minimize friction, delays and repeat issues

Customer Intelligence & Early Warning System

Serve as the company's canary in the coal mine

Surface customer issues, patterns and ideas as they happen, primarily via Slack

You work hours when Texas is closed, so silence is the failure mode

Turn Problems Into "Wow" Moments

Own customer issues end-to-end and solve them creatively

Go beyond resolution: turn frustrated customers into loyal, vocal advocates

How This Role Thinks

Ownership over escalation

Solutions over scripts

Judgment over rigid process

Early communication over surprise problems

Long-term trust over short-term convenience The Idóneo Person

Highly computer literate and fluent with AI tools. Not a nice-to-have, it is the job. You will judge an AI agent's output every day.

Gorgias and Shopify experience is a massive advantage. Those are the two systems you will live in.

Excellent written English. Natural, not "conversational." Our customers notice stiff phrasing instantly.

Hands-on background in the tactical and/or trades industries, so you understand how our customers think and communicate.

Exceptional empathy and patience. Calm under pressure, listens first, reads carefully before responding.

Escalates early rather than guessing. Ownership over ego.

Perks & Benefits:

Starting salary of $1,500 USD per month.

Employment via Employer of Record, or contractor.

Laptop and headset provided.

Paid holidays and generous PTO policy.

Pro-deal discounts on outdoor gear, clothing, and equipment.

First seat in a function we are rebuilding. It grows if you do.

American values-based culture built on freedom, integrity, accountability, respect, and service.

Your potential leader(s):

- [Account removed] - Account removed

📌 Customer Service Operator (México)
🏢 Emma of Torre.ai
📍 México