Customer Support Specialist (AI SaaS Platform)

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Johannesburg, Gauteng, South Africa. Pretoria, Gauteng, South Africa. San Salvador, San Salvador Department, El Salvador. Mexico City, Mexico City, Mexico. Metro Manila, Philippines. Central Visayas, Philippines, overlap during European business hoursFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: English
Experience: 2 to 3 years
Required Skills: RESTful APIsDocumentationZendesk

Requirements

2 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 simultaneously without losing accuracy.
Proficiency with support platforms such as Plain, Intercom, or Zendesk.
Ability to quickly learn APIs, integrations, and workflow systems.
Available to work with overlap during European business hours.
Submission of an updated resume.
Submission of a 1 to 2 minute Loom video introduction detailing relevant experience.

Responsibilities

Manage and respond to inbound support requests through email and internal tools from global customers.
Provide clear, empathetic, and accurate responses to both 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.
Identify recurring questions, bugs, and product gaps to 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.
Collaborate with engineering, product, and operations teams to close support loops.

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