AI Customer Support Specialist
New
S
StepFinancial technology
Remote- USFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5–7+ years of hands-on experience in customer support, technical support, or automation operations
- Required Skills
- RESTful APIsJSONPrompt EngineeringTechnical supportCustomer support
Requirements
- Have 5–7+ years of hands-on experience in customer support, technical support, or automation operations.
- Bring a deep understanding of customer service dynamics and support tooling.
- Break down complex workflows into clear, logical steps.
- Have experience crafting, testing, and refining AI prompts (prompt engineering).
- Understand how data flows between systems and APIs.
- Be able to parse JSON, investigate workflow logs, and identify API failures.
- Understand how ticketing platforms, webhooks, and automations connect.
- Be comfortable driving cross-functional initiatives and removing roadblocks.
- Be able to report progress and ROI to leadership and manage competing priorities and stakeholders.
Responsibilities
- Analyze support workflows to identify pain points and automation opportunities.
- Design and maintain scalable automations to improve efficiency and customer satisfaction.
- Experiment with and optimize AI prompts for support use cases.
- Monitor, troubleshoot, and iterate on workflow logic, APIs, and system integrations.
- Collaborate with Engineering on integrations, Product on tooling, and Operations on process changes.
- Drive adoption of automation solutions across the support organization.
- Own and execute an automation roadmap with measurable impact.
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