[Remote] Customer Support Representative
Note: The job is a remote job and is open to candidates in USA. AI Acquisition is a global category leader in AI service provider enablement, and they are seeking a Customer Support Representative to join their global support team. The role involves delivering fast, high-quality, and empathetic support to clients through managing live chat interactions, resolving queries, and collaborating with internal teams to enhance support systems.
Responsibilities
- Manage live chat and support channels, ensuring fast and accurate responses
- Resolve client queries efficiently while maintaining a high standard of communication
- Escalate complex issues to the appropriate teams when needed
- Maintain professionalism and empathy in all client interactions
- Identify and troubleshoot client issues across platform usage, onboarding, and workflows
- Handle support tickets and follow through until resolution
- Flag recurring issues or bugs to internal teams
- Follow and utilize internal documentation and SOPs effectively
- Contribute to improving FAQs and knowledge base content
- Document new solutions and recurring fixes to support team scalability
- Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
- Support internal teams with insights on client feedback and common pain points
- Ensure adherence to SLAs (response time, resolution time, quality standards)
Skills
- 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
- Experience handling live chat or ticket-based support environments
- Strong written communication and problem-solving skills
- Ability to manage multiple conversations/tasks simultaneously
- High attention to detail and accountability
- Comfortable working in a fast-paced, remote environment
- Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)
- Experience in SaaS, PaaS, AI, or tech environments
- Exposure to CRM tools and customer workflows
- Experience working with global teams across time zones
- Basic understanding of AI tools or automation workflows
Benefits
- Remote-first environment with global exposure
- Competitive compensation
- High-growth, high-impact role within a scaling company
- Opportunity to grow within Customer Success and Operations
Company Overview