Customer Support Specialist – AI Assisted

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JOB TITLE: CUSTOMER SUPPORT SPECIALIST – AI ASSISTED
Location: Remote
Time Zone: EST (Working Hours: 8:00 AM – 4:00 PM EST)
ROLE OVERVIEW
We are seeking a Customer Support Specialist to deliver high-quality customer support using AI-assisted tools to improve response time, accuracy, and customer satisfaction. This role supports customers through digital channels and leverages AI to streamline workflows while maintaining a human, customer-first approach.
KEY RESPONSIBILITIES
– Provide timely and professional customer support via email, chat, and ticketing systems
– Use AI-assisted tools to draft, summarize, and optimize customer responses
– Resolve order, product, and account-related inquiries efficiently
– Escalate complex issues and collaborate with internal teams as needed
– Maintain accurate support records and ticket documentation
– Follow support workflows, SLAs, and quality standards
– Contribute to improving AI prompts, macros, and support processes
REQUIRED QUALIFICATIONS
– Hands-on experience in customer support or customer service roles
– Experience using AI tools to assist with customer communication or workflow efficiency
– Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
– Strong written communication skills and attention to detail
– Ability to work fixed hours aligned to EST (8:00 AM – 4:00 PM)
PREFERRED QUALIFICATIONS
– Experience supporting e-commerce or digital-first businesses
– Familiarity with ticketing systems and support KPIs
– Experience contributing to knowledge bases or help centers
TOOLS & TECHNOLOGY
– Support Platforms: Zendesk, Gorgias, Freshdesk, or similar
– AI Tools: ChatGPT, AI-powered macros, or similar
– Collaboration: Slack, Zoom, Google Workspace
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