About the role
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JOB TITLE: CUSTOMER SUPPORT SPECIALIST – AI ASSISTED
Location: Remote Time Zone: EST (Working Hours: 8:00 AM – 4:00 PM EST)
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
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