[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. AI Acquisition is a global category leader in AI service provider enablement, and they are seeking a Customer Support Representative to join their global support team. The role involves delivering fast, high-quality, and empathetic support to clients through managing live chat interactions, resolving queries, and collaborating with internal teams to enhance support systems.

Responsibilities

• Manage live chat and support channels, ensuring fast and accurate responses
• Resolve client queries efficiently while maintaining a high standard of communication
• Escalate complex issues to the appropriate teams when needed
• Maintain professionalism and empathy in all client interactions
• Identify and troubleshoot client issues across platform usage, onboarding, and workflows
• Handle support tickets and follow through until resolution
• Flag recurring issues or bugs to internal teams
• Follow and utilize internal documentation and SOPs effectively
• Contribute to improving FAQs and knowledge base content
• Document new solutions and recurring fixes to support team scalability
• Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
• Support internal teams with insights on client feedback and common pain points
• Ensure adherence to SLAs (response time, resolution time, quality standards)

Skills

• 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
• Experience handling live chat or ticket-based support environments
• Strong written communication and problem-solving skills
• Ability to manage multiple conversations/tasks simultaneously
• High attention to detail and accountability
• Comfortable working in a fast-paced, remote environment
• Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)
• Experience in SaaS, PaaS, AI, or tech environments
• Exposure to CRM tools and customer workflows
• Experience working with global teams across time zones
• Basic understanding of AI tools or automation workflows

Benefits

• Remote-first environment with global exposure
• Competitive compensation
• High-growth, high-impact role within a scaling company
• Opportunity to grow within Customer Success and Operations

Company Overview