About the Role
We're looking for an AI Customer Support Specialist.
You are someone who blends a deep understanding of customer support with a curiosity for how systems and AI tools can streamline operations.
You don't need to be a developer, but you should feel energized by the idea of connecting platforms, crafting prompts, and automating repetitive workflows. If you're driven by improving customer experience and love figuring out how things work under the hood, this role is for you.
Key Responsibilities
- Analyze support workflows to identify pain points and automation opportunities
- Design and maintain scalable automations that improve efficiency and customer satisfaction
- Experiment with and optimize AI prompts for real-world support use cases
- Monitor, troubleshoot, and iterate on workflow logic, APIs, and system integrations
- Collaborate cross-functionally with Engineering (for integrations), Product (for tooling), and Operations (for process changes)
- Drive adoption of automation solutions across the support organization
- Own and execute on a clear automation roadmap with measurable impact
What We're Looking For
- 5–7+ years of hands-on experience in customer support, technical support, or automation operations
Customer-Centric + Process-Minded
- Deep understanding of customer service dynamics and support tooling
- Ability to break down complex workflows into clear, logical steps
- A mindset that prioritizes customer outcomes, not just ticket volume
- Detail-oriented and constantly refining systems based on real-world feedback
Technically Curious
- Experience crafting, testing, and refining AI prompts (prompt engineering)
- Familiarity with how data flows between systems and APIs
- Able to parse JSON, investigate workflow logs, and spot API failures
- Understands how systems like ticketing platforms, webhooks, and automations connect
Project Leadership
- Comfortable driving cross-functional initiatives and removing roadblocks
- Able to influence and report up to leadership on progress and ROI
- Manages competing priorities and stakeholders with clarity and ownership
What Success Looks Like
You'll thrive in this role if you:
- Think "this could be automated" when you see a repeated task
- Balance customer empathy with a love of systems thinking and tooling
- Translate technical concepts for non-technical colleagues
- Learn quickly, experiment fearlessly, and push ideas forward
- Ship improvements regularly, not just strive for perfection
Who You Might Be Today
We're especially excited about candidates from roles like:
- Support Operations Managers who've led tool rollouts or automation efforts
- Technical Support Engineers who've optimized their own workflows
- Implementation Consultants from SaaS companies
- Support-focused Business Analysts with an eye for data and improvement
- Solutions Engineers working alongside support or success teams
- Zendesk/Intercom/Salesforce Admins who've built internal tooling and workflows
Unexpected but Excellent Backgrounds
- QA Engineers who've worked closely with support or product
- Revenue or Product Ops folks from B2B SaaS with automation chops
- Customer Success Managers who are "the technical one" on the team