Consumer Support Specialist

📋 Description

• Handle high volume of user inquiries across email, chat, Slack, and community.
• Deliver excellent customer support under pressure and at scale.
• Triage and prioritize to meet response/resolution SLAs.
• Uncover product issues, UX confusion, and feature gaps from user feedback.
• Investigate and troubleshoot product issues; reproduce, isolate root cause, provide solutions.
• Guide users through technical troubleshooting: AI search, LLM behavior, account configuration.

🎯 Requirements

• 3+ years customer support, user operations, or technical support, ideally at SaaS/tech.
• Proven ability to manage high ticket volumes with quality and empathy.
• Excellent customer-facing communication, adaptable.
• Technical aptitude to troubleshoot and learn quickly.
• Hands-on experience with AI tools/automation platforms (Intercom workflows, scripting).
• Familiarity with AI, LLMs, or search technologies.

🎁 Benefits

• Impact at Scale - work directly influencing millions of users.
• Velocity & Ownership - ship improvements quickly in a culture of curiosity, speed, quality.
• Cutting-edge tech at the forefront of applied LLMs.
• Offers Equity.