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 aCustomer Support Specialist to deliver high-qualitycustomer support usingAI-assisted tools to improve response time, accuracy, and customer satisfaction. This role supports customers through digital channels and leveragesAI to streamline workflows while maintaining a human, customer-first approach.

Key Responsibilities

• Provide timely and professionalcustomer support viaemail, chat, and ticketing systems

• UseAI-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 accuratesupport records andticket documentation

• Followsupport workflows, SLAs, and quality standards

• Contribute to improvingAI prompts, macros, andsupport processes

Required Qualifications

• Hands-on experience incustomer support or customer service roles

• Experience usingAI 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 supportinge-commerce or digital-first businesses

• Familiarity with ticketing systems andsupport 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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