5 месяцев назад
Customer Support Specialist (AI)
36 000€
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Support Specialist (AI/SaaS): Managing enterprise customer inquiries and optimizing support workflows for an AI-powered supply chain intelligence platform with an accent on ticket resolution, user management, and AI bot training. Focus on building support processes, improving the AI knowledge base, and ensuring high-quality communication with senior stakeholders.
Location: Vienna, Austria (Hybrid / options for working from home)
Salary: from €36,000 gross per year
Company
is a Vienna-based scaleup building an AI-powered supply chain intelligence platform used by over 200 global enterprises to manage risk and compliance.
What you will do
- Respond to inbound support cases via Intercom, resolving user errors and performing platform actions like user management and supplier uploads.
- Route complex requests to the appropriate specialist teams with full context.
- Own and track the case queue to ensure no tickets are dropped and blockers are flagged early.
- Convert common customer patterns into Help Center articles and internal documentation.
- Train, test, and improve the AI support bot to increase automated resolution rates.
- Help define triage logic, conversation scoring, and support playbooks as the function grows.
Requirements
- 1-4 years of experience in a customer-facing role (e.g., customer support).
- Strong written and verbal communication in English.
- Organized and reliable approach to managing a high-volume case queue.
- Customer-first mindset focused on thorough problem resolution rather than just ticket processing.
- Curiosity and ability to learn new software tools, AI platforms, and workflows quickly.
Nice to have
- Familiarity with Intercom or similar support platforms.
- Experience with enterprise customers or complex B2B SaaS product environments.
- Experience with structured triage or ticket routing in multi-team setups.
- Additional languages, especially German.
Culture & Benefits
- Inclusive and supportive work environment that celebrates diversity.
- Flexible work-life balance with options for working from home.
- Additional vacation day for your birthday.
- Office perks including free snacks, fresh fruits, and engaging team events.
- Comprehensive health and wellness initiatives, including a workplace psychologist and sports partnerships.
- Freedom to choose your preferred operating system (Windows, MacOS, or Linux).
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →