AI Customer Support Specialist
New
C
CloudtalkAI Business Calling
Remotely from Manila, Philippines, 9PM-9AM CET (3:00 AM – 3:00 PM PST) Saturday/Sunday/Monday/TuesdayFull-TimeMiddle
SalaryBase salary (±600EUR) and a monthly bonus (up to 20%; 80/20 split)
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Job Details
- Languages
- Clear English at C1
- Required Skills
- Artificial IntelligenceData AnalysisTroubleshootingTechnical supportPrompt Engineering
Requirements
- Logical thinker with an ability to identify root causes.
- Tech-savvy and curious mindset regarding system settings and technical troubleshooting.
- AI-fluent or a strong desire to learn AI tools and prompting.
- Strong critical eye to verify accuracy of AI-generated responses.
- Ability to take ownership of problems and solve them proactively.
- Clear English communication skills at a C1 level.
- Collaborative spirit and willingness to share knowledge with the team.
- Capacity to work 12-hour shifts during weekends (Saturday through Tuesday).
- Understanding of (or ability to learn) VOIP fundamentals.
- Analytical approach to data, logs, and system patterns.
Responsibilities
- Use internal AI assistant on every conversation to review, refine, and approve responses before they reach the customer.
- Train the AI by catching errors and feeding structured corrections back into the system.
- Identify and fix gaps in the knowledge base, tooling, and integrations.
- Act as an escalation point for complex issues like call flows, connectivity, and audio quality.
- Diagnose technical VOIP issues such as latency, jitter, firewalls, and ISP behavior.
- Inspect logs and replicate issues to support L2 and Product teams.
- Write and improve documentation to train both customers and the AI.
- Analyze conversation patterns to surface recurring issues and automation opportunities.
- Contribute to prompts, workflows, and guardrails to improve AI performance.
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