Customer Support Specialist (AI SaaS Platform)

Headquarters: South Africa

We re looking for a Customer Support Specialist who can deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You ll handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience.If you enjoy solving problems, communicating clearly, and working inside a product-focused, fast-moving AI environment, this role will fit you well.Why You ll Want to JoinPaid in USD (bi-monthly: 15th and 30th)Up to 14 days of Paid Time Off annually (starting Day 1)Observance of Holidays per company guidelines100% remote setup so you can work wherever you feel most productiveWork inside a forward-thinking AI startup backed by top investorsOpportunity to support a platform at the forefront of voice automation and AI workflowsWhat You ll Work OnCustomer Support Across ChannelsManage and respond to inbound support requests through email and internal toolsProvide clear, empathetic, and accurate responses to technical and non-technical usersTroubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenariosEscalate complex or urgent issues to product and engineering teamsSupport real-time inquiries inside community spaces such as DiscordDocumentation and InsightsIdentify recurring questions, bugs, and product gaps and document them clearlyContribute updates to help center articles, troubleshooting guides, and internal documentationProvide structured feedback to cross-functional teams on customer sentiment and platform usabilityInternal CollaborationWork with engineering, product, and operations teams to close support loopsShare insights that improve onboarding, documentation, and user experienceHelp refine internal support systems, workflows, and templatesWhat You Bring1 to 3 years of experience in customer support, ideally within SaaS or technical environmentsStrong written English with a clear, concise, and customer-centered communication styleAbility to manage multiple tickets or conversations without losing accuracyComfortable using tools such as Plain, Intercom, Zendesk, or similar support systemsTech-curious and able to learn APIs, integrations, or workflow systems quicklyNice to haveExperience supporting developer tools, AI products, or community-based support environmentsHow to ApplyPlease submit:Your updated resumeA short 1 2 minute Loom video introducing yourself and describing your experience supporting SaaS or technical productsOnly candidates who submit a Loom video will be considered.If you're motivated by helping users succeed, enjoy technical problem-solving, and want to contribute to a rapidly developing AI ecosystem, this role gives you the opportunity to grow alongside a product and team pushing the boundaries of what voice automation can do.Application Process OverviewOur comprehensive selection process ensures we find the right fit for both you and our clients:Initial Application - Submit your application and complete our prequalifying questionsVideo Introduction - Record an video introduction to showcase your communication skills and work experienceRole-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)Recruitment Interview - Initial screening with our talent teamExecutive Interview - Meet with senior leadership to discuss role alignmentClient Interview - Final interview with the client team you'd be supportingBackground & Reference Check - Professional reference verificationJob Offer - Successful candidates receive a formal offer to join the teamEach stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

To apply: https://weworkremotely.com/remote-jobs/hire-overseas-customer-support-specialist-ai-saas-platform