Customer Support Specialist (AI SaaS Platform) (BBS821)

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:

1. Your updated resume
2. 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:

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.