Customer Support Specialist – AI SaaS Platform

This is a fully remote position, open to applicants in South Africa, +3 more countries.

📋 Description

• Provide prompt, considerate, and technically informed assistance for users of an AI voice automation platform.

• Handle and respond to incoming support inquiries via email and internal tools.

• Deliver clear, empathetic, and precise responses to both technical and non-technical users.

• Diagnose platform issues by examining logs, consulting documentation, and replicating customer scenarios.

• Elevate complex or urgent matters to product and engineering teams.

• Assist with real-time questions in community platforms like Discord.

• Recognize recurring inquiries, bugs, and product deficiencies and document them effectively.

• Contribute to updates for help center articles, troubleshooting manuals, and internal documentation.

• Offer structured feedback to cross-functional teams regarding customer sentiment and platform usability.

• Collaborate with engineering, product, and operations teams to complete support loops.

• Share insights that enhance onboarding processes, documentation, and user experience.

• Assist in refining internal support systems, workflows, and templates.

⛳️ Requirements

• 2 to 3 years of experience in customer support, preferably within SaaS or technical environments.

• Excellent written English with a clear, concise, and customer-focused communication style.

• Ability to manage multiple tickets or conversations simultaneously while maintaining accuracy.

• Proficient in using tools such as Plain, Intercom, Zendesk, or similar support platforms.

• Tech-savvy and capable of quickly learning APIs, integrations, or workflow systems.

• Available to work with overlap during European business hours to assist EU-based customers.

• Updated resume.

• A short Loom video (1 to 2 minutes) introducing yourself and outlining your experience supporting SaaS or technical products.

• Only candidates who submit a Loom video will advance to the next stage of the hiring process.

• Experience supporting developer tools, AI products, or community-driven support environments (nice to have).

• Previous experience assisting customers across multiple time zones or international markets (nice to have).

• Familiarity with European customer expectations and communication standards (nice to have).

🏝️ Benefits

• Paid in USD, bi-monthly (on the 15th and 30th).

• Paid Time Off in accordance with company policy.

• Observance of holidays as per company guidelines.

• 100% remote working arrangement.

• Opportunity to work within a progressive AI startup at the forefront of voice automation.

• Chance to support a diverse global customer base across North America and Europe.