Customer Support & Community Specialist
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Job Description
Remote Customer Support Specialist supporting a global community of fine artists with AI-optimized workflows. Addressing inquiries and enhancing member experience through advanced customer support practices.
Responsibilities:
- Own Intercom inbox during your daily window
- Respond to all incoming conversations within defined SLA
- Maintain 24h response standard (we aim for much faster)
- Use AI tools to draft responses, refine for clarity, tone & precision
- Tag, categorize, and organize conversations properly
- Maintain and improve macros & saved replies
- Escalate intelligently when required
- Improve AI drafting workflows inside Intercom
- Help train and refine internal AI prompts
- Identify repetitive patterns and automate intelligently
- Maintain documentation for support processes
- Propose simplifications, deletions, or automation weekly
- Ensure all member posts and DMs in our hub receive responses within 24h
- Welcome new members
Requirements:
- Experience using **Intercom** at an advanced level
- Experience using AI tools in customer service workflows
- Excellent written English
- Strong pattern recognition & structured thinking
- Ability to work independently with minimal supervision
- Comfortable with screen-time tracking for transparency
- Bonus:
- Experience in online education or membership communities
- Understanding of the art industry
- Familiarity with ActiveCampaign or similar CRM/ESP platforms
Benefits:
- 100% remote
- Flexible 2h/day schedule
- Work asynchronously
- High autonomy
- Performance-based bonus tied to measurable impact
- Opportunity to grow into larger operational bandwidth as we scale
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