Customer Support Specialist (AI)

Location: San Francisco, California; on-site

Company

Develops AI and advanced analytics solutions that help businesses monitor and improve product quality using real-time user feedback.

What you will do

• Follow up on open customer issues and communicate timely resolutions.
• Create and update client taxonomies throughout the customer journey.
• Serve as an escalation point for inbound cases from clients and Customer Success.
• Monitor customer accounts for breaks in activity and proactively troubleshoot data issues.
• Collaborate with Operations Leads, Engagement Managers, engineers, and other cross-functional teams to improve platform capabilities.

Requirements

• 3–5+ years of experience in technical or customer support.
• Ability to investigate issues, gather technical information from nontechnical users, and explain resolutions clearly.
• Experience with Zendesk CRM and Jira.
• Ability to work independently, manage tasks and projects, and maintain strong follow-through.
• Enthusiasm for understanding and applying AI, modeled, and manual solutions to client problems.
• Ability to work on-site in San Francisco, California.

Nice to have

• Experience or knowledge of AI tools and machine learning.
• Experience working at a technology company or startup.

Culture & Benefits

• Flexible and unlimited vacation.
• Medical, dental, and vision coverage.
• 401(k) plan, life insurance, and FSA plans.
• Stock options.
• Equinox gym membership or wellness stipend.
• Inclusive workplace that values diverse backgrounds, cultures, perspectives, and experiences.