Customer Support Specialist (AI SaaS Platform)

Job Description

We’re looking for a Customer Support Specialist who can deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You’ll handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience.

If you enjoy solving problems, communicating clearly, and working inside a product-focused, fast-moving AI environment, this role will fit you well.

Why You’ll Want to Join

• 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

What You’ll Work On

Customer Support Across Channels

• 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

Documentation and Insights

• 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

Internal Collaboration

• 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

What You Bring

• 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

Nice to have

• Experience supporting developer tools, AI products, or community-based support environments

How to Apply

Please submit:

1. Your updated resume
2. A short 1–2 minute Loom video introducing yourself and describing your experience supporting SaaS or technical products

Only candidates who submit a Loom video will be considered.

If you're motivated by helping users succeed, enjoy technical problem-solving, and want to contribute to a rapidly developing AI ecosystem, this role gives you the opportunity to grow alongside a product and team pushing the boundaries of what voice automation can do.

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.