Customer Support Specialist (AI SaaS Platform)

We're looking for a

Customer Support Specialist to deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You will handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience across a global user base including European customers.

This role requires availability that overlaps with European business hours to ensure timely support coverage for customers across the EU. If you enjoy solving problems, communicating clearly, and working inside a product-focused, fast-moving AI environment, this role is a strong fit.

Why You'll Want to Join

You will be paid in USD (bi-monthly: every 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're most productive

This role requires availability with

overlap during European business hours

Work inside a forward-thinking AI startup at the forefront of voice automation

Opportunity to support a global customer base across North America and Europe

What You'll Work On

Customer Support Across Channels

Manage and respond to inbound support requests through email and internal tools from customers across North America and Europe

Provide clear, empathetic, and accurate responses to both 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 simultaneously without losing accuracy

Comfortable using tools such as Plain, Intercom, Zendesk, or similar support platforms

Tech-curious and able to learn APIs, integrations, or workflow systems quickly

Available to work with overlap during European business hours to support EU-based customers

Nice to Have

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

Prior experience supporting customers across multiple time zones or international markets

Familiarity with European customer expectations and communication norms

How to Apply

Please include

Your

updated resume

A short Loom video (1 to 2 minutes) introducing yourself and describing your experience supporting SaaS or technical products

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

If you are motivated by helping users succeed, enjoy technical problem-solving, and want to support a global customer base at a company pushing the boundaries of voice automation and AI, this role gives you the scope and the direct impact to do your best work.

Application Process Overview

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

Initial Application

• Submit your application and complete our prequalifying questions

Video Introduction

• Record an video introduction to showcase your communication skills and work experience

Role-Specific Assessment

• Complete a homework assignment tailored to the position (if applicable)

Recruitment Interview

• Initial screening with our talent team

Executive Interview

• Meet with senior leadership to discuss role alignment

Client Interview

• Final interview with the client team you'd be supporting

Background & Reference Check

• Professional reference verification

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.