Technical CX Specialist

Role overview This role delivers frontline, white-glove technical support for an enterprise AI platform serving legal and professional services customers. The specialist will troubleshoot a mix of AI output quality, application, and API issues while collaborating across product and engineering to ensure a seamless experience for large enterprise accounts.

Responsibilities - Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions. - Juggle multiple competing priorities while maintaining a high level of service and responsiveness. - Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication or token problems. - Maintain reliable coverage and follow-through during assigned shifts. - Collaborate with team members to troubleshoot complex issues, escalating appropriately when needed. - Document customer interactions and feedback to support continuous improvement. - Work closely with other departments to resolve customer issues and contribute to the overall customer experience. - Stay informed of new product features and updates, and contribute to support processes and materials such as FAQs and knowledge base articles.

Requirements - 3+ years of proven experience in a technical support role in a fast-paced environment providing white-glove or premium support to large enterprise customers for AI-driven products. - Exceptional empathy and a genuine desire to help and connect with customers. - Strong problem-solving skills, with the ability to think creatively and resolve complex issues. - Excellent organizational skills, capable of managing multiple tasks and priorities effectively. - Strong written and verbal communication skills, with the ability to convey complex information clearly. - Understanding of APIs and the ability to explain complex API concepts to both technical and non-technical customers. - Familiarity with customer support tools and CRM systems. - Ability to work collaboratively across departments while independently owning and executing tasks. - A passion for learning and staying informed about industry trends and best practices.

Nice to have - Experience with Intercom or similar customer support platforms.

Benefits and work setup - Remote role open to candidates located in specific US states, including Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New York, North Carolina, Oregon, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin.