United States onlyFounded 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
Netherlands