AI Product Support Specialist - US

Role overview This role focuses on delivering frontline user support for an AI-powered note-taking product built for frontline workers. The specialist will serve as the primary contact for users across email, phone, video, and live chat, combining empathy with technical fluency to help a large, growing user base get the most out of the tool. It is a customer-facing position suited to someone who thrives in a fast-paced, mission-driven environment.

Responsibilities - Respond to user inquiries across multiple channels (email, phone, video, and live chat) with timely, friendly, and clear technical support. - Build and maintain support documentation, tutorials, and FAQs so users can self-serve common questions. - Diagnose issues using deep product knowledge and triage more complex problems to product, engineering, or customer success teams. - Share feedback and insights from user interactions with product and customer success teams to continuously improve the product experience. - Use AI tools to increase personal efficiency and stay current on new feature releases.

Requirements - Prior experience in customer or product support, ideally within a fast-paced startup or technology company. - Familiarity with support software such as Zendesk or comparable ticketing platforms. - Strong written and verbal communication skills, with the ability to craft concise emails and clear documentation. - Patient, empathetic approach with the ability to break down complex technical concepts for non-technical users. - Strong organizational and multitasking skills, comfortable shifting between different contexts and queries. - Adaptability and resilience in a fast-moving environment, with confidence learning and keeping up with new technology.

Nice to have - Genuine enthusiasm for AI tools and emerging technology, with a habit of staying current on product updates. - Experience supporting tools used by frontline or non-technical workforces.