Customer Success Specialist
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Job Description
Customer Success Specialist reviewing user-submitted call recordings for a mobile app focused on voice data and AI. Evaluating legitimacy and making decisions inside Zendesk.
Responsibilities:
- Listen to appealed call recordings that were automatically flagged as junk
- Evaluate whether calls are legitimate human conversations or invalid activity
- Identify issues such as TV recordings, bot calls, silence, or non-qualifying content
- Apply structured decision criteria consistently across reviews
- Work exclusively inside **Zendesk** to manage and resolve appeal tickets
- Document final decisions clearly and accurately
- Follow internal workflows and quality standards
- Maintain decision consistency across high volumes of cases
- Exercise sound judgment when reviewing borderline cases
- Maintain high accuracy and consistency over repetitive tasks
- Flag unclear scenarios or edge cases for escalation when necessary
Requirements:
- Strong English comprehension skills, especially listening
- Ability to distinguish real conversations from background noise, automated calls, or silence
- High attention to detail and consistency in decision-making
- Comfort working independently on repetitive, structured tasks
- Experience using ticketing systems such as Zendesk or similar platforms
- Reliable internet connection and quiet work environment
- **Nice to Have**
- Previous experience in content moderation, trust and safety, or QA review roles
- Experience reviewing audio content
- Familiarity with consumer mobile apps or AI data workflows
- Experience working in high-volume review environments
Benefits:
- Up to **14 days** of Paid Time Off annually (starting Day 1)
- Observance of **Holidays** per company guidelines
- **100% remote setup** so you can work wherever you’re most productive
- Clear scope and structured internal workflows
- Opportunity to work inside a growing AI-driven consumer platform
- Defined review criteria and training provided
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