Customer Support Specialist (AI SaaS Platform)

## About the Role As a Customer Support Specialist at Hire Overseas, you will play a critical role in delivering exceptional support to users of the company's AI voice automation platform. Your day-to-day responsibilities will include managing inbound support requests, troubleshooting issues, and providing clear and concise technical guidance to both developers and non-technical users. You will be part of a dynamic team that is passionate about providing a seamless customer experience and is committed to helping users succeed.

The role requires a unique blend of technical expertise, communication skills, and problem-solving abilities. You will need to be comfortable working in a fast-paced environment, prioritizing multiple tasks, and collaborating with cross-functional teams to resolve complex issues. If you are passionate about technology, enjoy working with customers, and are looking for a new challenge, this role could be an excellent fit for you.

The company's AI voice automation platform is at the forefront of innovation, and you will have the opportunity to work with a talented team of engineers, product managers, and designers who are pushing the boundaries of what is possible with voice automation. You will be an integral part of the company's mission to deliver exceptional customer experiences and drive business growth through technology.

## What You Will Do - Manage and respond to inbound support requests through email, internal tools, and community spaces such as Discord - Provide clear, empathetic, and accurate responses to technical and non-technical users - Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios - Escalate complex or urgent issues to product and engineering teams - Support real-time inquiries inside community spaces - Identify recurring questions, bugs, and product gaps and document them clearly - Contribute updates to help center articles, troubleshooting guides, and internal documentation - Provide structured feedback to cross-functional teams on customer sentiment and platform usability - Work with engineering, product, and operations teams to close support loops - Share insights that improve onboarding, documentation, and user experience - Help refine internal support systems, workflows, and templates

## What We Are Looking For - 1 to 3 years of experience in customer support, ideally within SaaS or technical environments - Strong written English with a clear, concise, and customer-centered communication style - Ability to manage multiple tickets or conversations without losing accuracy - Comfortable using tools such as Plain, Intercom, Zendesk, or similar support systems - Tech-curious and able to learn APIs, integrations, or workflow systems quickly - Experience supporting developer tools, AI products, or community-based support environments - Strong problem-solving skills and ability to think critically - Excellent communication and interpersonal skills

## Nice to Have - Experience with AI or machine learning technologies - Familiarity with voice automation platforms or similar technologies - Knowledge of SQL or other programming languages - Experience working in a remote or distributed team environment

## Benefits and Perks - Competitive salary paid in USD (bi-monthly: 15th and 30th) - Up to 14 days of Paid Time Off annually (starting Day 1) - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you feel most productive - Opportunity to work with a forward-thinking AI startup backed by top investors - Access to cutting-edge technologies and tools - Professional development opportunities and support for ongoing learning and growth - Collaborative and dynamic team environment with a strong focus on innovation and customer satisfaction

- To stand out in your application, make sure to include specific examples of your experience working with technical products or SaaS platforms, and highlight your ability to communicate complex information in a clear and concise manner.

• Familiarize yourself with the company's AI voice automation platform and be prepared to ask informed questions during the interview process.
• Emphasize your problem-solving skills and ability to think critically, as these are essential for success in this role.
• Be prepared to provide examples of how you have handled difficult customer interactions in the past and how you would approach similar situations in this role.
• Consider creating a portfolio or examples of your work that demonstrate your technical expertise and communication skills.
• Don't be afraid to ask about the company culture, team dynamics, and opportunities for growth and development during the interview process.
• Be honest and transparent about your experience and skills, and be prepared to learn and grow in the role.