Customer Support Specialist – AI Assisted

About the Role

The role is built around the concept of using AI to enhance the customer support experience, making it faster, more accurate, and more satisfying for customers. You will be part of a team that is passionate about providing exceptional support and is always looking for ways to improve processes and workflows.

Hire Hangar is committed to creating a work environment that is conducive to growth, collaboration, and innovation. As a remote team member, you will be part of a global network of professionals who share a common goal of delivering outstanding customer support.

What You Will Do

• Provide timely and professional customer support via email, chat, and ticketing systems, ensuring that all interactions are handled with care and efficiency.
• Utilize AI-assisted tools to draft, summarize, and optimize customer responses, ensuring accuracy and speed in resolving customer queries.
• Resolve order, product, and account-related inquiries efficiently, escalating complex issues to internal teams as necessary.
• Maintain accurate support records and ticket documentation, ensuring that all information is up-to-date and easily accessible.
• Collaborate with internal teams to resolve complex issues, providing feedback and insights to improve support processes.
• Contribute to improving AI prompts, macros, and support processes, helping to streamline workflows and enhance the customer experience.
• Work closely with the support team to develop and implement process improvements, leveraging AI tools to automate tasks where possible.
• Ensure that all support workflows, SLAs, and quality standards are adhered to, maintaining high levels of customer satisfaction.
• Participate in training and development programs to enhance skills and knowledge, staying up-to-date with the latest trends and technologies in customer support.

What We Are Looking For

• Hands-on experience in customer support or customer service roles, with a proven track record of delivering high-quality support.
• Experience using AI tools to assist with customer communication or workflow efficiency, with the ability to learn and adapt to new technologies quickly.
• Prior experience working remotely, with fluency in remote collaboration tools such as Slack, Zoom, Google Workspace, and Asana.
• Strong written communication skills and attention to detail, with the ability to craft clear, concise responses to customer inquiries.
• Ability to work fixed hours aligned to EST (8:00 AM – 4:00 PM), with flexibility to adjust to changing business needs.
• Experience supporting e-commerce or digital-first businesses, with knowledge of ticketing systems and support KPIs.
• Familiarity with Zendesk, Gorgias, Freshdesk, or similar support platforms, with the ability to learn new systems quickly.

Nice to Have

• Experience contributing to knowledge bases or help centers, with the ability to create clear, concise documentation.
• Familiarity with ChatGPT, AI-powered macros, or similar AI tools, with the ability to leverage these tools to enhance support workflows.
• Experience working with US or UK-based companies, with knowledge of cultural and business norms in these regions.

Benefits and Perks

• Competitive pay, with opportunities for growth and development within the company.
• Flexible working hours, with the ability to work from anywhere in the world.
• Access to cutting-edge technology and tools, including AI-assisted support platforms.
• Opportunities for professional development and training, with a focus on enhancing skills and knowledge.
• Collaborative, dynamic work environment, with a team that is passionate about delivering exceptional customer support.
• Health and wellness benefits, including access to mental health resources and fitness programs.
• Remote stipend, to support the setup and maintenance of a home office.
• Paid time off, with the ability to recharge and relax.

• tip: Ensure your resume and cover letter are tailored to the customer support role, highlighting your experience with AI tools and remote collaboration platforms.
• tip: Prepare to talk about specific examples of how you've used AI to enhance customer support, and how you've handled complex customer inquiries in the past.
• tip: Familiarize yourself with the company's products and services, as well as their approach to customer support, to demonstrate your enthusiasm and interest in the role.
• tip: Be prepared to discuss your experience working in a remote environment, including your ability to stay motivated and engaged when working independently.
• tip: Research the company culture and values, and be prepared to discuss how your own values and work style align with those of the company.
• tip: Don't be afraid to ask questions during the interview process, including questions about the company's approach to AI-driven support and the opportunities for growth and development within the team.