Customer Support Specialist – AI SaaS Platform
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Job Description
Customer Support Specialist delivering thoughtful support for users of an AI voice automation platform. Handling inquiries and troubleshooting issues in a remote setup.
Responsibilities:
- Manage and respond to inbound support requests through email and internal tools
- Provide clear, empathetic, and accurate responses to technical and non-technical users
- Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios
- Escalate complex or urgent issues to product and engineering teams
- Support real-time inquiries inside community spaces such as Discord
- Identify recurring questions, bugs, and product gaps and document them clearly
- Contribute updates to help center articles, troubleshooting guides, and internal documentation
- Provide structured feedback to cross-functional teams on customer sentiment and platform usability
- Work with engineering, product, and operations teams to close support loops
- Share insights that improve onboarding, documentation, and user experience
- Help refine internal support systems, workflows, and templates
Requirements:
- 2 to 3 years of experience in customer support, ideally within SaaS or technical environments
- Strong written English with a clear, concise, and customer-centered communication style
- Ability to manage multiple tickets or conversations without losing accuracy
- Comfortable using tools such as Plain, Intercom, Zendesk, or similar support systems
- Tech-curious and able to learn APIs, integrations, or workflow systems quickly
- Experience supporting developer tools, AI products, or community-based support environments
Benefits:
- Paid in USD (bi-monthly: 15th and 30th)
- Paid Time Off in accordance with company policy
- Observance of Holidays per company guidelines
- 100% remote setup so you can work wherever you feel most productive
- Work inside a forward-thinking AI startup backed by top investors
- Opportunity to support a platform at the forefront of voice automation and AI workflows
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