Customer Support Specialist
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Job Description
Customer Support Specialist supporting users of an AI-powered advertising optimization platform. Conducting product walkthroughs, answering email inquiries, and escalating feedback to product teams.
Responsibilities:
- Proactively contact identified prospects and introduce them to the platform
- Conduct product walkthroughs and educate new users on platform capabilities
- Provide email-based support and assist users with platform-related questions
- Help users understand and navigate the product effectively
- Escalate technical issues and product-related requests to the R&D or product teams
- Collect user feedback and communicate insights to the product team
- Maintain clear and structured communication with users
- Contribute ideas for improving customer support processes and tools
Requirements:
- Previous experience in Customer Support, Customer Success, or similar roles
- Experience with AI-powered products or technology platforms
- Strong understanding of AI products and ability to explain their functionality clearly
- Excellent written communication skills
- Customer-oriented mindset and proactive approach
- Ability to work independently and take ownership of tasks
- Strong problem-solving and organizational skills
- Comfortable working with US-based customers and aligning with US East Coast working hours
- Familiarity with customer support tools such as Intercom (preferred)
- Ability to suggest and implement improvements to customer support workflows (preferred)
Benefits:
- SD Solutions states that benefits are offered, but specific benefits are not detailed in the posting
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