Customer Support Specialist

We're Hiring: Customer Support Specialist

We are looking for a detail-oriented, proactive, and tech-savvy Customer Support Specialist to provide high-quality, email-based support to US customers while working closely with our AI-powered support system. The successful candidate will handle customer inquiries, review and improve AI-generated responses, follow company policies and procedures, and ensure every customer interaction is accurate, professional, and aligned with the company's standards. This is an excellent opportunity for someone who enjoys technology, learns quickly, and thrives in a fast-moving startup environment.

Key

Responsibilities

• Provide high-quality, email-based customer support to US customers; no phone support is required.
• Respond to pre-customer inquiries regarding processes, pricing, timelines, and other relevant information.
• Support existing customers with questions regarding case status, progress, timelines, and cancellation requests.
• Draft accurate and professional responses based on the company's knowledge base, policies, and procedures.
• Quickly learn and apply detailed company information, policies, and processes when responding to customers.
• Review AI-generated email responses and correct, improve, or refine them when necessary.
• Identify and flag errors, knowledge gaps, and recurring issues to help improve and train the AI-powered support system.
• Recognize when a request is outside your knowledge or involves sensitive matters, including cancellations, legal concerns, or complaints, and escalate appropriately.
• Ensure every customer response is carefully reviewed and represents the company's reputation and standards.
• Proactively communicate recurring customer questions, potential issues, and knowledge gaps to the manager.
• Suggest improvements to customer support systems, processes, and workflows to help efficiently manage growing customer volume.
• Assist with market research and other related tasks as needed.

Qualifications

• Previous customer support experience working with US customers is required.
• Excellent written and spoken English communication skills.
• Tech-savvy and comfortable working with AI-powered tools and technology.
• Genuine interest in technology and willingness to learn new systems quickly.
• Fast learner with the ability to absorb detailed company policies and information and apply them accurately and consistently.
• Strong attention to detail and a proactive approach to identifying and resolving problems.
• Strong judgment and the ability to recognize when to ask questions or escalate an issue.
• Ability to work quickly and efficiently without compromising accuracy or quality.
• Comfortable working independently and managing multiple customer inquiries and priorities.
• Ability to thrive in a fast-moving startup environment.

Preferred

Qualifications

• Experience working with AI-powered customer support or automation tools.
• Experience supporting customers through email-based or other digital communication channels.
• Experience working in a technology-focused or startup environment.
• Experience identifying customer support trends and recommending process improvements.
• Previous experience with market research or related administrative tasks.

Work Setup:

• 100 hours per month
• Email-based customer support; no phone support
• First month: 10:00 AM–2:00 PM Israel Time for training and onboarding
• From the second month: 2:00 PM–6:00 PM Israel Time
• Remote work

Salary:

• USD 5 per hour