Customer Support Specialist – AI Assisted

Role Overview

We are seeking a Customer Support Specialist to deliver high-quality customer support using AI-assisted tools to improve response time, accuracy, and customer satisfaction. This role supports customers through digital channels and leverages AI to streamline workflows while maintaining a human, customer-first approach.

Key Responsibilities

• Provide timely and professional customer support via email, chat, and ticketing systems
• Use AI-assisted tools to draft, summarize, and optimize customer responses
• Resolve order, product, and account-related inquiries efficiently
• Escalate complex issues and collaborate with internal teams as needed
• Maintain accurate support records and ticket documentation
• Follow support workflows, SLAs, and quality standards
• Contribute to improving AI prompts, macros, and support processes

Required Qualifications

• Hands-on experience in customer support or customer service roles
• Experience using AI tools to assist with customer communication or workflow efficiency
• Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
• Strong written communication skills and attention to detail
• Ability to work fixed hours aligned to EST (8:00 AM – 4:00 PM)

Preferred Qualifications

• Experience supporting e-commerce or digital-first businesses
• Familiarity with ticketing systems and support KPIs
• Experience contributing to knowledge bases or help centers

Tools & Technology

• Support Platforms: Zendesk, Gorgias, Freshdesk, or similar
• AI Tools: ChatGPT, AI-powered macros, or similar
• Collaboration: Slack, Zoom, Google Workspace