Chat & Customer Support Specialist

TL;DR

Chat & Customer Support Specialist: Handling customer support inquiries through the Intercom platform and managing chat-based support for inquiries not resolved by automated systems with an accent on documenting and categorizing customer interactions to improve the company’s AI chatbot system. Focus on maintaining high response times, customer satisfaction, and contributing to the development of support processes.

Location: Must be based in Washington DC timezone

Company

A fast-growing technology company with an innovative software product that’s rapidly expanding its user base, building a modern, AI-enhanced customer support infrastructure.

What you will do

• Handle day-to-day customer support inquiries through the Intercom platform.
• Manage chat-based customer support for inquiries not resolved by automated systems.
• Document and categorize customer interactions to help train and improve the company’s AI chatbot system.
• Provide phone support as a last line of defense when chat resolution isn’t sufficient.
• Respond to customer complaints, questions, and general inquiries with professionalism and efficiency.
• Collaborate with the support team to maintain high response times and customer satisfaction.

Requirements

• Strong written communication skills for chat-based customer support.
• Customer service experience, preferably in digital or chat environments.
• Ability to work full-time hours and adapt to client timezone requirements.
• Problem-solving skills and patience when dealing with customer inquiries.

Nice to have

• Experience with Intercom platform.
• Basic phone support capabilities for escalated issues.
• Experience working with AI/chatbot systems.

Culture & Benefits

• Permanent work from home.
• Immediate hiring.
• Health Insurance Coverage for eligible locations.
• Remote work flexibility with modern digital tools and platforms.
• Opportunity to work with cutting-edge AI and chatbot technology.
• Collaborative environment focused on continuous improvement and innovation.