Customer Support Quality Reviewer

Founded in 2018 and headquartered in The Netherlands, GT Ecom BV is building the world’s most efficient direct-to-consumer infrastructure. By 2026, we aim to operate 50+ online stores and reach $500M in revenue.

Why Work With Us?

💪 Hard Work That Matters – Everyone gives their best and pushes boundaries.

🔓 Freedom + Responsibility – Work when, where, and how you want—but own your results.

📚 Constant Improvement – Learn, evolve, and get 1% better every day.

🌞 Positivity & Collaboration – Tackle challenges with energy and optimism.

🗣️ Honesty & Transparency – Straight talk builds trust.

🏆 Excellence & Creativity – High standards and bold ideas drive our work.

Your Role

The Customer Support Quality Reviewer is responsible for reviewing AI-handled and AI-assisted customer support tickets to ensure accuracy, policy compliance, and proper resolution. This role focuses on identifying errors, inconsistencies, and risk areas, then clearly documenting and reporting findings to relevant teams for correction and continuous improvement. In addition to AI quality checks, the role may support audits of human-handled tickets to maintain overall service quality and SLA compliance.

Impact of the Role

• Reduces backlogs related to Customer Service Process Improvement (CSPI) tasks

• Improves the quality, reliability, and consistency of AI-driven customer support

• Minimizes operational risk by identifying and escalating AI ticket errors early

• Strengthens collaboration between Customer Service, AI, and Quality teams

• Contributes to better customer satisfaction and operational efficiency company-wide

Key Challenges of the Role

• Auditing AI-handled and AI-assisted tickets for accuracy and compliance

• Identifying ticket errors and quality gaps efficiently and consistently

• Immediately reporting issues to ensure fast remediation and minimal impact

• Balancing audit accuracy with productivity to meet service-level expectations

Key Responsibilities

• Audit AI-handled and AI-assisted customer support tickets for accuracy, compliance, and resolution quality

• Identify errors, inconsistencies, and risk patterns in ticket handling

• Document findings clearly and provide actionable feedback to relevant teams

• Escalate urgent issues promptly for immediate correction

• Track and report recurring quality gaps and improvement opportunities

• Support audits of human-handled tickets when required

• Contribute to continuous improvement initiatives for AI and customer service processes

Drivers of Success (First 90 Days)

• Strong understanding of AI ticket flows and AI-assisted support processes

• High audit accuracy and consistency across reviewed tickets

• Clear identification of quality gaps and risk areas

• Actionable, well-documented reports that enable quick fixes and improvements

• Demonstrated reduction in CSPI task backlogs

Required Qualifications

• Minimum of 1 year of industry experience

• At least 1 year of experience in a customer service environment

Required Skills and Tools

• Customer Service experience

• Strong analytical and critical thinking skills

• Quality assurance and audit skills

• Attention to detail and strong documentation abilities

Good-to-Have Skills and Tools

• Data interpretation and reporting skills