Customer Support Specialist (AI SaaS)

TL;DR

Customer Support Specialist (AI SaaS): Deliver fast, thoughtful, technically informed support for users of a growing AI voice automation platform with an accent on troubleshooting issues, guiding developers and non-technical users, and shaping smooth end-to-end customer experience. Focus on managing inbound requests across channels, documenting recurring issues and insights, and collaborating with engineering, product, and operations teams.

Location: 100% remote, Latam (Anywhere, Latams)

Company

Forward-thinking AI startup backed by top investors, building a voice automation platform. Headquarters in South Africa.

What you will do

• Manage inbound support requests through email, internal tools, and Discord community spaces
• Troubleshoot platform issues by reviewing logs, referencing docs, and reproducing scenarios
• Escalate complex issues to product and engineering teams
• Identify recurring questions, bugs, gaps; update help center and internal documentation
• Provide feedback on customer sentiment, usability, onboarding to cross-functional teams
• Refine support workflows, templates, and systems

Requirements

• 1-3 years experience in customer support, ideally SaaS or technical
• Strong written English with clear, concise, customer-centered style
• Ability to handle multiple tickets/conversations accurately
• Comfortable with support tools like Plain, Intercom, Zendesk
• Tech-curious, quick learner of APIs, integrations, workflows

Nice to have

• Experience with developer tools, AI products, or community-based support

Culture & Benefits

• Paid in USD bi-monthly (15th and 30th)
• Up to 14 days Paid Time Off annually, starting Day 1
• Company holidays observance
• 100% remote setup, work wherever productive
• Product-focused, fast-moving AI environment

Hiring process

• Submit resume and 1-2 min Loom video intro (required, only video submitters considered)
• Initial application with prequalifying questions
• Video intro, role assessment (if applicable), recruitment interview, executive interview, client interview
• Background/reference check, then job offer