Customer Success Specialist

Job Description

We’re looking for a Customer Success Specialist to support a consumer mobile app operating at the intersection of voice data and AI infrastructure. This role is focused on reviewing user-submitted call recordings and making final determinations on whether they qualify under platform guidelines.

This is not a live customer support role. You will not be responding to users directly. Instead, you will operate as part of an internal review team responsible for assessing appealed calls that were previously flagged as junk by the system.

You will listen to recordings, evaluate legitimacy, and make consistent, policy-aligned decisions inside Zendesk. This role is ideal for someone detail-oriented, patient, and comfortable making judgment calls based on structured criteria.

If you are focused, consistent, and comfortable reviewing high volumes of audio content with accuracy, this role is a strong fit.

Why You’ll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• 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

What You’ll Work On

Call Recording Review

• 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

Internal Case Management

• 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

Quality and Accuracy

• 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

What You Bring

• 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

How to Apply

Please include:

1. Your updated resume
2. A short 1–2 minute Loom video introducing yourself and explaining any experience reviewing audio, moderating content, or making judgment-based decisions in structured workflows

Only candidates who submit a Loom video will be considered.

If you are consistent, detail-driven, and comfortable making structured judgment calls at scale, this role offers stable work inside a growing AI-powered platform with long-term opportunity.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Background & Reference Check - Professional reference verification
8. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.