Customer Support Specialist, AI SaaS Platform

• Manage and respond to inbound support requests through email and internal tools
• Provide clear, empathetic, 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
• 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 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
• Complete prequalifying questions, a video introduction, and a role-specific assessment if applicable
• Participate in recruitment, executive, and client interviews
• Complete background and reference checks

• 2 to 3 years of experience in customer support, ideally within SaaS or technical environments
• Strong written English with a clear, concise, 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 platforms
• Tech-curious and able to learn APIs, integrations, or workflow systems quickly
• Availability to meet the required working-hours overlap
• Experience supporting developer tools, AI products, or community-based support environments is nice to have
• Prior experience supporting customers across multiple time zones is nice to have
• Updated resume required
• Short Loom video (1 to 2 minutes) introducing yourself and describing your experience supporting SaaS or technical products required

• Paid bi-monthly (every 15th and 30th)
• Paid Time Off per company policy
• Observance of Holidays per company guidelines
• 100% remote setup
• Opportunity to support a global customer base
• Work inside a fast-moving AI-focused environment