Full-Time Live SMS Agent – Ecom + AI Support (Remote)
Location: Remote (U.S. preferred, but open)
Start Date: August 1, 2025
Schedule: 12-hour shift (Day/Night coverage available)
Open Roles: 2 positions (to provide 24/7 coverage)
Company: TxtCart – AI SMS Marketing for Ecommerce Brands
TxtCart is an AI-powered SMS marketing platform helping top ecommerce brands recover carts, answer product questions, and convert browsers into buyers. Our platform blends AI automation with human assistance to ensure brands can deliver real-time, high-converting customer experiences at scale. We’re now looking to hire two full-time Live SMS Agents to join our human-assist team and manage high-touch Pro and Enterprise accounts.
As a Live SMS Agent, you’ll work directly inside our internal dashboard/inbox tool to monitor conversations, override AI messages, and provide quick, brand-friendly responses when AI needs a human touch. You’ll be managing conversations across a small set of premium ecommerce brands, delivering fast, helpful, and high-converting replies.
This is the start of our upcoming "Dedicated Agent" service offering, where each agent will be assigned to up to 10 brands. For now, you’ll focus on a smaller set of our top accounts to help us build and refine the live agent experience.
Monitor and manage AI-assisted SMS conversations in our internal dashboard
Step in when AI is unsure, incorrect, or when a personalized response is needed
Maintain tone, accuracy, and brand alignment in all outgoing messages
Tag issues, bugs, or feedback for the product/engineering team
Follow best practices and playbooks for each brand’s unique voice and FAQs
Maintain high responsiveness and low message resolution times during shifts
Collaborate with PMs, CSMs, and tech team to improve the live agent workflows
1+ year experience in live chat, SMS support, ecommerce support, or customer service
Excellent written communication—clear, natural, persuasive, and typo-free
Ability to multitask, manage tone across different brands, and work fast
Comfortable working in a tool-based environment (Zendesk, Gorgias, Intercom, etc. experience is a plus)
Bonus if you’ve worked in ecommerce, DTC, or with Shopify brands
Comfortable working a 12-hour shift (day or night—please indicate preference)
Familiarity with AI-powered support tools or chatbots
Experience handling support for multiple brands or accounts at once
Interest in growing into a “Dedicated Agent” role with specific brand ownership
Send your resume and a quick note on why you’re a fit to kb@txtcartapp.com Bonus if you can share past Jira boards or product work you’re proud of