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 Join- 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
Work inside a forward-thinking AI startup backed by top investors
Opportunity to support a platform at the forefront of voice automation and AI workflows
What You’ll Work On
Customer Support Across Channels
Manage and respond to inbound support requests through email and internal tools
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 such as Discord
Documentation and Insights
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
Internal Collaboration
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 You Bring- 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
Nice to have
Experience supporting developer tools, AI products, or community-based support environments
How to Apply
Please submit:
Your updated resume
A short 1–2 minute Loom video introducing yourself and describing your experience supporting SaaS or technical products
Only 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 Overview
Our comprehensive selection process ensures we find the right fit for both you and our clients:
Initial Application - Submit your application and complete our prequalifying questions
Video Introduction - Record an video introduction to showcase your communication skills and work experience
Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
Recruitment Interview - Initial screening with our talent team
Executive Interview - Meet with senior leadership to discuss role alignment
Client Interview - Final interview with the client team you'd be supporting
Background & Reference Check - Professional reference verification
Job Offer - Successful candidates receive a formal offer to join the team
Each 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