AI Customer Support Specialist – 12h Shift

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage an AI-centered workflow utilizing CloudTalk's internal AI assistant for all conversations.

• Enhance the AI by identifying inaccuracies, outdated information, or missing context.

• Recognize deficiencies in the knowledge base, tools, and integrations.

• Serve as the escalation contact when the AI is unable to resolve an issue.

• Troubleshoot VOIP challenges such as latency and connectivity concerns.

• Analyze data to review logs and replicate issues.

• Develop and refine the knowledge base with comprehensive articles.

• Detect trends and highlight recurring problems and automation possibilities.

• Influence how AI provides support within the organization.

⛳️ Requirements

• No prior VOIP experience necessary — we will provide training on the basics.

• Possess logic, curiosity, technical aptitude, and sound judgment.

• Excellent communication skills with proficient English at C1 level; Spanish is an advantage.

• Collaborative team player who willingly shares knowledge and works well with others.

🏝️ Benefits

• One-on-one coaching sessions with our in-house communications advisor.

• Budget for Learning and Development.

• Unlimited paid time off.

• Days allocated for volunteering.

• MacBook provided for work purposes.

• Recharge Fridays held quarterly.

• Fitness allowance.

• Referral bonuses available.

• Opportunities for virtual and physical team-building activities.

• Company merchandise provided.