Manage and respond to inbound support requests through email and internal tools
Provide clear, empathetic, and 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 platform 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

2 to 3 years of experience in customer support, ideally within SaaS or technical environments
Strong written English with a clear, concise, and customer-centered communication style
Ability to manage multiple tickets or conversations without losing accuracy
Comfortable using tools such as Plain, Intercom, Zendesk, or similar support systems
Tech-curious and able to learn APIs, integrations, or workflow systems quickly
Experience supporting developer tools, AI products, or community-based support environments

Paid in USD (bi-monthly: 15th and 30th)
Paid Time Off in accordance with company policy
Observance of Holidays per company guidelines
100% remote setup so you can work wherever you feel most productive
Work inside a forward-thinking AI startup backed by top investors
Opportunity to support a platform at the forefront of voice automation and AI workflows

Customer Support Specialist – AI SaaS Platform

Key skills