Customer Support Specialist (AI SaaS Platform) (BBS821)
About The Position
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.
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 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 Haves
- 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
Responsibilities
- 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
- 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
Benefits
- Paid Time Off in accordance with company policy
- Observance of Holidays per company guidelines
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
