We are looking for a highly motivated individual to join our AI Customer Support team. A person who is passionate about delivering fast, effective, and high-quality support to clients, and is driven by the potential of technology and AI. This role is perfect for someone who loves solving problems, is highly organized, and has a strong interest in technology and AI.
As an AI Customer Support Specialist, you will play a critical role, acting as the first line of defense when clients encounter issues with their AI agents or need to integrate them with external systems. You’ll work directly with customers to resolve questions, troubleshoot technical problems, and collaborate with internal teams (CS, Onboarding, Product, and Engineering) to ensure issues are resolved promptly and thoroughly. Your work is key to maintaining strong client relationships and ensuring satisfaction with the Darwin AI experience.
In this role, you will:
- Respond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfaction.
- Troubleshoot and resolve technical problems, especially those related to AI behavior, configuration, and API integrations
- Monitor and act on alerts from internal tools like Slack channels and customer feedback submitted in the Darwin platform
- Work closely with Product and Engineering teams, escalating complex issues and contributing to product improvements.
- Document support activity in the appropriate platform, maintaining accurate logs of issues and resolutions.
- Identify recurring issues and contribute to internal documentation and FAQs.
- Collaborate with the Customer Success and Onboarding teams to ensure a seamless customer experience.
- Audit AI conversations to detect bugs or opportunities for improvement.
- Ensure that all critical feedback and issues are resolved within the SLA.
Requirements
- Experience in Customer Support, Technical Support, or Helpdesk roles, ideally in SaaS or tech environments.
- Strong troubleshooting skills and ability to resolve issues efficiently.
- Familiarity with AI behavior, JSON structures, and state machines (training provided).
- Experience with AI configuration, WhatsApp, APIs, and third-party integrations.
- Knowledge of process automation; experience with Zapier is a plus.
- Programming knowledge, especially in Python, is a plus.
- Ability to explain technical concepts clearly to both technical and non-technical audiences
- Highly organized, with the ability to manage multiple support cases at once.
- Strong written and verbal communication skills.
- A customer-first mindset with a genuine desire to help clients succeed.
- A team player with adaptability in fast-paced environments.
- Passion for technology, AI, and continuous learning.
Benefits
● Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
● OpenAI or Gemini Premium License: Complimentary access to an OpenAI premium license for personal or professional use.
● Paid Time Off: Enjoy 25 days/year of paid vacations and holidays to recharge and maintain a healthy work-life balance.
● Hybrid Work: We meet two times a week in our offices.