Customer Service & Project Manager enabled by AI

Be the expert customers want to talk to. See what they need, reach out first, and help them get their project right. Then bring what you learn back to the team and help us make the business better.

About us

Docking Drawer designs and makes hidden electrical solutions, and we handle our own marketing, ecommerce, and customer experience. You get to know the products, the people using them, and the business behind them.

We are a remote team working across time zones. We use AI throughout our business, but our approach starts with people. We want customers to have more access to someone who can help, not less.

Our motto: have fun and get it done.

The role

This is a conversation-heavy role. Expect a lot of time on the phone, both answering incoming calls and making proactive outbound calls. Our customers are excited about their projects. They want thoughtful advice from someone who understands what they are trying to do and knows how to help.

You become that person. You learn our products deeply, ask good questions, and help customers make informed decisions. Over time, you become the person they ask for by name because you know their project, care about the outcome, and follow through.

This is not a call center job. It is not cold calling, and it is not a sales role. You are not calling strangers to pitch products. You are helping people who have come to us with a project, a question, or an order. Your job is to take care of them.

You will also take what you learn from customers and put it to work inside Docking Drawer. You will help move marketing and Customer Management projects forward, working with teammates to turn good ideas into improvements customers can feel.

You see it. You own it. You reach out.

You notice something in an order that could put a customer’s project off track. You do not wait for them to discover it or send a message and consider the job finished. You pick up the phone, explain what you noticed, and help work through the next step.

If you cannot reach them, you think about what makes sense next. A clear email. A follow-up call. A text when appropriate. You are thoughtful about how and when you reach out, but you do not let an unanswered message become the end of your effort.

When someone calls us for help, you listen. You understand the project before jumping to an answer. If you do not know something, you find out, involve the right teammate, and get back to the customer. You stay responsible for the follow-through.

The instinct we are looking for is simple: “I see the problem. I’m going to get in touch, and I’m going to help.”

Your projects inside Docking Drawer

Customer conversations are only part of the picture. You will also help manage projects that improve how we reach customers, build relationships, and take care of them over time.

A project might start with something you hear on a call. Maybe customers keep asking the same question, an email could explain something more clearly, or a step in the customer journey is harder than it needs to be. You bring the insight to the team, help figure out what to change, and keep the work moving until it is done.

Your projects could include a marketing campaign, an ecommerce improvement, a customer follow-up process, or an effort to help more trade professionals build a relationship with Docking Drawer. You will work with teammates across the business to define the outcome, organize the steps, track what is needed, and communicate progress.

You do not need to manage people to lead a project. You lead by bringing people together, asking good questions, making the next step clear, and following through. When something gets stuck, you raise it early and help find a way forward.

What you will do

Help customers

• Consult with customers by phone, email, chat, and text when appropriate. Make it easy to reach a knowledgeable person.
• Lead inbound and outbound conversations with warmth, confidence, and genuine curiosity.
• Learn our product line and the projects it supports so you can explain options clearly and recognize when more information is needed.
• Review customer questions and orders, spot issues early, and reach out before a small problem becomes a bigger one.
• Keep clear notes, coordinate with teammates, and keep customers informed until the next step is resolved.
• Build relationships with customers and trade professionals, helping them find the right resources and stay connected with our team.

Move projects forward

• Help plan and manage internal marketing and Customer Management projects from idea through completion.
• Define what a project needs to accomplish, break the work into steps, and keep owners, timing, and next actions clear.
• Coordinate with teammates across customer experience, marketing, ecommerce, and other parts of the business. Share progress, surface blockers, and ask for decisions when needed.
• Bring customer questions and feedback into our marketing, website, communications, and processes so we can make them more useful.
• Help improve how we follow up with customers and support trade relationships, from a first interaction to an ongoing partnership.
• Review results with the team, notice what is working or getting in the way, and suggest a practical next step.
• Use AI to prepare, learn, organize information, and identify things that deserve a person’s attention.

AI behind our people, not between our customers and us

A lot of customer experiences dealing with brands are being designed to keep people from reaching a person. We are taking the opposite approach.

We put one person in front of another. Then we use AI to support our team, helping them become more knowledgeable, notice problems sooner, and spend more time helping customers.

You do not need to be an AI expert or an engineer. You do need to be curious, comfortable learning new technology, and interested in becoming a power user. If a tool could help you better care for someone or move a project forward, we want you to notice and help us make it better. AI supports your judgment and relationships. It does not replace them.

Who you are

• You are a “hello first” person. Starting a conversation feels natural, and you enjoy getting to know people.
• You genuinely want a role with frequent phone conversations. You do not avoid a call when talking would help someone faster or more clearly.
• You listen carefully, ask thoughtful questions, and explain things in plain language.
• You take initiative. You see what needs attention, decide on a sensible next step, and act.
• You enjoy getting a project moving. You can organize the details, bring people together, and keep track of what happens next.
• You like becoming an expert. You are willing to study the details, ask teammates for help, and keep learning.
• You are organized and dependable. You remember what you promised and close the loop.
• You are comfortable using computers, learning new systems, and exploring AI in your own work.
• You work closely with a remote team, communicate openly, and take ownership without needing constant direction.
• You want a long-term home where you can build relationships, develop expertise, and grow with the business.
• You are based in Medellín

Experience that could fit

You may have been the person guests asked for in hospitality, the trusted guide in a design studio or showroom, or the teammate customers relied on for thoughtful advice. You may also have helped a team organize a campaign, improve a customer process, or bring a project across the finish line.

Experience in customer consulting, customer success, marketing, ecommerce, project coordination, or home improvement could be useful.

You do not need to arrive knowing our products. You do need to bring curiosity, strong communication, initiative, and the motivation to learn them well.

Why Docking Drawer

• Build relationships with customers who value your knowledge and help.
• Take real ownership, with a supportive team and access to decision makers.
• Work on projects that connect customer conversations to improvements across the business.
• Learn the products and see how marketing, ecommerce, and customer experience work together.
• Develop your AI skills with tools, support, and real work to apply them to.
• Join a team where people build careers and stay for years.