AI Customer Support Specialist

Role overview This position sits at the intersection of customer support operations and applied automation, focused on reducing friction for end users by streamlining how inquiries get handled. The specialist partners closely with engineering, product, and operations teams to identify repetitive workflows and reimagine them using AI prompts, integrations, and automation tooling. The work is both hands-on (designing and debugging automations) and strategic (owning a roadmap with measurable impact on customer experience).

Responsibilities

- Audit existing support workflows to surface bottlenecks and pinpoint where automation could meaningfully improve response quality or speed - Build, launch, and maintain scalable automations that connect ticketing platforms, webhooks, and adjacent tools - Draft, test, and iterate AI prompts tailored to real support scenarios, refining them based on live outcomes - Monitor integrations in production, investigate workflow logs, and resolve API or system failures when they occur - Collaborate with engineering on technical integrations, with product on tooling choices, and with operations on process changes - Champion adoption of new automations across the support team and report progress and ROI to leadership

Requirements

- 5–7+ years of experience in customer support, technical support, or automation operations roles - Strong understanding of support dynamics, ticketing platforms, and the tooling ecosystem around them - Demonstrated prompt engineering skills, including testing and refining prompts for production use cases - Comfort reading JSON, parsing workflow logs, and tracing data flow between APIs and services - Ability to translate complex workflows into clear, logical steps that others can follow - Track record of leading cross-functional initiatives, managing stakeholders, and delivering against competing priorities

Nice to have

- A bias for shipping iterative improvements rather than waiting for fully polished solutions - Skill at explaining technical concepts clearly to non-technical teammates - Comfort experimenting quickly and learning from failed approaches

Benefits and work setup

- Remote-first work environment - Competitive compensation package with stock options - Medical, dental, vision, and company-paid life insurance coverage - 401k plan with employer matching contributions - Flexible vacation policy plus paid company holidays - 12 weeks of paid parental leave with flexible return-to-work options - Company-provided technology package - Equal opportunity employer committed to diversity, inclusion, and reasonable accommodations throughout hiring